Job Description

Job Description

Job Description

Hexagon Agility is the leading global provider of highly-engineered and cost-effective compressed natural gas, liquid natural gas, propane, and hydrogen fuel systems and Type 4 composite cylinders for medium- and heavy-duty commercial vehicles. Our portfolio of products also includes the production of high-performance, modular battery packs for commercial vehicles. Our solutions enable the safe and effective use of natural gas, propane, and hydrogen as a transportation fuel. These clean fuels reduce greenhouse gas and other air emissions and save money for fleet operators and their customers. To learn more about Hexagon Agility, please visit our website at

We are currently seeking a Service Writer. This position will be based out of our Salisbury, NC location.

Overview:

The Service Writer's responsibilities include ensuring the customer’s needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions. The Service Writer oversees all aspects of the work order for our service department within the FleetCare group, working closely with the Service Manager, mechanics, and parts personnel to support service-related needs.

Responsibilities:

• Greeting customers (Phone, email, online ticketing system)
• Gathering vehicle/equipment information
• Creating work orders for technicians/contractors and scheduling jobs
• Providing estimates for repairs and maintenance
• Managing credit card and payment transactions
• Informing customers of additional services needed
• Processing orders
• Handling customer complaints
• Communicating the needs of customers to service technicians
• Entering Work Order details into the management system
• Communication regarding parts, Work Orders, costs, warranties, time, etc.
• Checking warranty status and validating warranty coverage
• Releasing repaired equipment to the customer along with explanation of work complete and costs accrued to ensure customer satisfaction
• Provide labor/failure coding on warranty repairs
• Send and receive customer response surveys
• Monitor/assist with service team expenses, travel accommodations, and budget

Skills and Qualifications

• 2+ years of experience as a service administrator or advisor in a related industry
• Customer Service/Sales experience is a plus
• Proficient in computer software and programs
• Strong communication skills and the ability to effectively interact with customers and technicians
• Strong attention to detail and organizational skills
• Ability to multitask in a fast-paced environment
• Experienced and proficient working with Concur, IFS, and Microsoft Teams

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock or flammable mixtures.
• The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk and talk or hear. The employee frequently is required to stand and sit.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Specific smell ability is required; recognize the smell of various fuels.

Disclaimer:

The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.

Hexagon Agility is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.

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