Under general supervision, interfaces with customers to coordinate and schedule routine service and repair of light and medium duty vehicles, heavy equipment, specialized equipment and non-motorized equipment; resolves customer issues; interfaces with vendors to procure parts and outside services; prioritizes and assigns work orders to Fleet staff; opens and closes work orders utilizing a computerized asset management system, tracks recalls; receives, issues, and maintains an accurate inventory of parts; directs the activities of lower level staff, provides technical support to the mechanical staff and administrative support to supervisory or management staff.

DISTINGUISHING CHARACTERISTICS
This is the advanced lead level class in the Service Writer series. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed and the complexity of duties assigned. Employees perform the most difficult and responsible types of duties and exercises functional and technical lead supervision over lower level staff. Employees at this level are required to be fully trained in all procedures related to assigned area of responsibility.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Interfaces with customers to coordinate and schedule routine service and repair of light and medium duty vehicles, heavy equipment, specialized equipment and non-motorized equipment.

Ensures that equipment brought in for service is handled in a timely manner, while keeping a smooth and efficient operation, by minimizing shop, personnel, and equipment downtime.

Address complaints regarding vehicles and determine whether vehicle must be repaired immediately or at the next scheduled maintenance servicing.

Establish schedules and daily work schedules for providing maintenance and repair services; identify resource needs; review needs with appropriate management staff.

Leads, organizes, and reviews the work of subordinate staff.

Work with staff to correct deficiencies in work processes.

Inform departments when vehicles are due for servicing and make follow up calls as needed.

Assist in making judgement calls on whether a piece of equipment should be repaired immediately, whether a repair can be deferred, and if a vehicle is not worth repairing.

Prioritizes and assigns work orders to Fleet staff utilizing a computerized asset management system.

Provide support during emergency and special events such as: fires, floods, snow storms.

Assist technical staff in determining accurate parts applications for assigned projects; research parts manuals and technical publications.

Obtain price quotes and prepare bids in compliance with general purchasing guidelines and City Policies.

Procure parts, fuel, lubricants, supplies, tires, tools, and services from vendors and ensure that they are being properly utilized and monitored.

Inspect work performed by outside vendors.

Receive stock and issue parts, materials, supplies, tools and equipment; verify and inspect incoming shipments for appropriate quantity and quality; sign for items as appropriate.

Maintain detailed vendor files and records of parts supply transactions; log returned parts for credit due; prepare various reports relating to parts issuance, receipts, work orders and billing information.

Prepare the monthly schedule for the preventative maintenance program by scheduling vehicles for service based on the established schedule pursuant to manufacturer's recommendations.

Record work service requests on malfunctioning vehicles to ensure the receipt of all pertinent information from the vehicle operator.

Answer telephone and radio calls, coordinate transporting of vehicles for service and repair, type forms and correspondence, and fleet data entry.

Make and assign spare vehicle keys.

Perform data entry including transfers, corrections and warranty transactions; log parts issued and post work orders into computer.

Conduct a periodic inventory of stock items; maintain proper stock levels by ordering supplies and parts as needed.

Maintain the warehouse in a clean and orderly manner.

Maintain accurate and detailed records, parts inventory and service files; prepare reports as requested.

Assist in the maintenance and cleanliness of the shop and surrounding work area; dispose of waste, oils, and chemicals according to established safety procedures and guidelines.

Provide supervision responsibilities to assigned staff.

Train assigned temporary staff, as to job duties and responsibilities.

Perform related duties as required.

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:
Basic operations, services, and activities of an equipment maintenance and repair program.
Methods, techniques, materials, and tools used in the routine and preventive maintenance of various light and heavy vehicles and equipment.
Principles of lead supervision and training.
Principles and practices of vehicle safety inspections.
Principles and practices of warehousing and inventory control.
Basic operations of a parts warehouse.
Principles and procedures of record keeping.
Office procedures, methods, and equipment including computers.
Principles of business letter writing and basic report preparation.
Basic mathematical principles.

Ability to:
Effectively utilize a computerized asset management system.
Organize stock, issue and deliver supplies and equipment.
Conduct periodic inventory of parts and supplies.
Assist technical staff in determining accurate parts.
Lead, organize, and review the work of subordinate staff.
Maintain accurate records and prepare reports.
Perform simple arithmetic computations.
Respond to requests and inquiries from City personnel and contracted customers.
Work independently and with a team in the absence of supervision.
Understand and follow oral and written instructions.
Explain and enforce department policies and procedures.
Design and implement reports and program to provide efficient statistical data.
Read and understand various manuals, blueprints, and schematics.
Observe safety principles and work in a safe manner.
Learn and apply new information and skills.
Work in a team based environment to achieve common goals.
Coordinate multiple projects and complex tasks simultaneously.
Meet the physical requirements to safely and effectively perform the assigned duties.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:
Equivalent to the completion of the twelfth grade supplemented by specialized training in automotive maintenance and mechanical repairs.

Experience:
Five years of increasingly responsible experience in scheduling and writing service repairs including some lead supervisory responsibility.

License or Certificate:
Possession of an appropriate, valid driver's license
Possession of an ASE certification is desirable.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein 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 job functions.

Environment: Shop environment; occasional field environment with some travel from site to site; exposure to noise, dust, grease, smoke, fumes, noxious odors, gases, and all types of weather and temperature conditions; exposure to hazardous traffic conditions; work and/or walk on various types of surfaces including slippery or uneven surfaces and rough terrain.

Physical: Primary functions require sufficient physical ability and mobility to work in a mechanic shop environment; walk, stand, and sit for prolonged periods of time; frequently stoop, bend, kneel, crouch, crawl, climb, reach, and twist; push, pull, lift, and/or carry moderate to heavy amounts of weights; operate assigned equipment and vehicles; extensive use of computer keyboard; and to verbally communicate to exchange information.

Local 39 Non-Supervisory
G23
Update: 8/2019
JD 11/2018