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Maintenance Planner - PP&R

Capital Automotive Group

Maintenance Planner - PP&R

Hillsborough, NC
  • Responsibilities

    We are looking for a competent, friendly Service Writer to join our automotive shop. The individual in this role would act as the point of contact for our automotive customers, from initial greet, to service explanation, to payment. The ideal candidate will possess excellent communication skills, a compassionate and patient attitude, and the ability to perform basic math skills.

    Service Writer Duties and Responsibilities

    • Greet customers upon arrival to shop

    • Ascertain reason for customer visit through verbal interview and visual assessment of vehicle

    • Connect customers with appropriate automotive mechanic or technician

    • Consult with mechanics regarding appropriate service options

    • Develop as many solution methods as possible, attempting to keep costs low

    • Explain all service options to customers including time and cost estimates

    • Provide in-depth information on original equipment manufacturer (OEM) part options

    • Advise customers on warranty protections and other potential cost-saving service options

    • Track maintenance or repair status, fill out reports on labor and cost of all services

    • Perform post-service inspection with customers and answer any questions they may have

    • Ring up customers at the front desk, facilitate financial transactions

    • Perform customer service duties i.e. answering the phone, scheduling service appointments, and calling customers to inform them their vehicles are ready for pick up

    • Manage shop workflow and schedule for mechanics and technicians

      Service Writer Requirements and Qualifications


    • High school diploma or equivalent required
    • 5+ year in the automotive industry preferred
    • Excellent interpersonal communication skills
    • Ability to explain complicated automotive concepts to visitors who may not be familiar with industry terminology
    • Compassionate, patient demeanor
    • Problem solving/critical thinking skills
    • Extensive knowledge base of automotive industry and parts
    • Additional duties as assigned by manager

    Required Skills Required Experience

  • Qualifications
    • Responsible for work preparation, “How” the work gets done (scope, parts, skills, duration).
    • Plans work orders based on the priorities provided by the Operations Maintenance Coordinator (OMC) and Maintenance Supervisor (decides how the work will get done including scope, parts, etc.)
    • Works closely with stores, engineering, purchasing, maintenance, operations, documentation management, IT, reliability, training, and others in the establishment, coordination, and proper execution of effective and sustainable asset management practices.
    • Manage kitting of planned parts
    • Ensure accurate data history for analysis and generating performance indicators
    • Supports the strategies of maintenance planning, scheduling and execution:
    1. Planned work is more efficient than unplanned work
    2. Pre-developed work plans are more effective than just in time work plans
    3. Scheduled work is more effective than reactive maintenance
    4. Craft flexibility is the key to minimizing the number of crafts involved in a project and the number of handoffs between crafts


    • Ensures work orders are planned, documented and printed, as appropriate and schedules are issued based on crew resource availability for every workday
    • Validate completed work orders: return uncompleted ones to the Maintenance Supervisor and completed ones to the Maintenance Clerk
    • Develops improved work methods and procedures to continuously shorten production downtime and to increase overall productivity of the workforce


    Asset Availability

    • Develops and maintains a repetitive job plan archive:
    1. Updates job plans after analysis of current plan effectiveness
    2. Audits job plan archives and purges any obsolete plans
    • Updates bill of materials as needed
    • Ensures work package are completed prior to distribution
    • Ordering of non-stock items and related outside service


    Participate in the daily meetings with the Maintenance Supervisor and Operations Maintenance Coordinator (OMC)

    • Prepare, print and present a preliminary schedule for the following week at the weekly scheduling meetings with the Maintenance Supervisor and OMC

    Schedules contractors with special skills to coincide with weekly and daily schedules


    • Analyzes work orders and initiates a Reliability Incident Report if required
    • Reviews stores inventory and recommends changes using the Materials Request Tool
    • Inputs to the preventive and predictive maintenance program by identifying repetitive equipment failure
    • Monitors equipment usage (cranes, special tools, etc.) and recommends alternate sources of supply
    • Determines causes of planning estimate variance and takes action for improvement
    • Contractor Head Count
    • Daily Schedule Compliance
    • Backlog
    • Emergency Work Level
    • Weekly Schedule Compliance
    • PM Schedule Compliance
    • Planning Accuracy, Cost and Hours
    • % Jobs Planned
    • % Overdue Jobs
    • Rework and Repetitive Work
    • Maintenance Costs, Actual vs. Budget