Service Writer / Parts and Labor Specialist Position Available In Merrimack, New Hampshire

Service Writer / Parts and Labor Specialist 3.1 3.1 out of 5 stars Pembroke, NH 03275 • Hybrid work

Position Summary:

The Parts and Labor Specialist (PALS) is a hybrid role that combines the key responsibilities of a parts counter associate and a service writer. This position is critical to streamlining the flow of work and parts through the service department. The PALS ensure a seamless customer experience from service intake to job completion, with a focus on efficiency, accuracy, and high-quality customer service. It’s important to note that customer service relates to internal and retail interactions.

Reports To:

Service Manager or Fixed Operations Manager Key Responsibilities:

Customer Interaction:

Greet and assist internal and retail service & parts customers both in person and over the phone. Write service repair orders accurately, ensuring customer concerns are clearly documented. Provide customers with repair estimates, timelines, and updates. Recommend services and parts when appropriate, focusing on value and safety.

Parts Support:

Identify and source required parts for repair jobs, ensuring best price and fastest arrival. Coordinate parts availability and ordering in advance of scheduled jobs. Work with vendors and suppliers to obtain specialty or back-ordered items. Maintain accurate parts records and integrate with repair orders.

Work Order Management:

Open, update, and close work orders with detailed documentation. Ensure labor hours are properly recorded, and parts are accurately billed. Communicate with technicians to clarify work order issues or parts requirements.

Internal Efficiency:

Pre-pull parts and build job kits for scheduled repairs to improve technician productivity. Work proactively to minimize downtime due to parts delays or miscommunication. Serve as the go-to contact for techs regarding parts lookup and job clarification. Work with service support personnel to make sure vehicles are staged and easy to find for dispatched jobs.

Inventory & Data:

Track parts usage to assist in inventory management and forecasting. Ensure inventory accuracy through cycle counts and reconciliation of used parts. Assist with service and parts reporting as needed.

Team Collaboration:

Coordinate & communicate between departments (sales, service, parts) to ensure smooth operations. Communicate with the service manager on scheduling, priorities, and job status. Contribute to process improvement efforts and team initiatives.

Skills & Qualifications:

Minimum 3-5 years experience in either a parts or service role (preferably both). Strong knowledge of powersports vehicles, systems, and components. Proficiency with dealership management systems (DMS) and parts lookup tools. Excellent communication and customer service skills. High attention to detail and organizational skills. Ability to manage time and priorities in a fast-paced environment.

Why This Role Exists:

This role is critical in supporting the dealership’s operational efficiency and customer satisfaction. The Parts & Labor Specialist (PALS) increases technician efficiency, reduces errors, and enhances the customer experience.

Job Type:

Full-time Pay:

$20.00 – $25.00 per hour Expected hours: 40 per week

Benefits:

Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Shift:

8 hour shift

Work Days:

Monday to Friday Weekends as needed

Work Location:

In person