Clerk III - Automotive Garage Service Writer

Requisition ID: 47465

Organization

Vancouver is consistently ranked as one of the world’s most liveable and environmentally sustainable cities. Recognized among BC’s Top Employers and Canada’s Greenest Employers, the City of Vancouver is seeking colleagues who can help advance our core commitments to exceptional public service, sustainability, equity, and an outstanding quality of life for all residents.

With a strong commitment to being a City of Reconciliation, we invite you to join our dedicated team and become part of an innovative, inclusive, and engaging workplace. A career with the City of Vancouver and within the broader public service, offers meaningful work where you play a key role in ensuring equitable access to services, upholding ethical governance, and supporting the needs of citizens with integrity and dedication.

Main Purpose & Function

The Automotive Garage Service Writers provide frontend customer service to Engineering Services and other City Departments: records performance and service issues based on customer input, telematics information, field notes, and general understanding of vehicle construction and damage characteristics; initiates work order including estimates for duration; prioritizes,; updates and retrieves service and repair information on all fleet vehicles; arranges tows for vehicles/equipment; coordinates the motor pool; and updates customers on status of work.

Successful candidates will work on day shift between the hours of 6:30am to 3:30pm, Monday to Friday, and may be required to work on the afternoon shift between the hours of 3:00pm to 12:30am, Monday to Friday, when required. Work will be based out of Manitoba Works Yard or National Works Yard. The shift hours and locations may change as operationally required.

Specific Duties & Responsibilities

• Initiates automotive services and repairs by recording performance problems and services requested. Assessment includes writing and interpreting field notes, identifying types of vehicle construction, recognizing damage characteristics of different unit types, and recording damage and interpreting telematics information such as diagnostic codes to guide repair orders.
• Writes repair orders to detail out required work and repair codes based on service assessment.
• Assists in coordinating the planning and scheduling of fleet maintenance, repairs and inspections and manufacturing work into appropriate work area to ensure work is completed accurately and on-time.
• Coordinates vehicles/equipment towing to and from the garage or to and from vendors.
• Provides excellent customer service as first point of customer contact through personal communications, conflict resolution, consultations with customers and vendors, and updates on work progress. Conducts information surveys and compiles customer and vendor input where necessary.
• Coordinates a small motor pool of vehicles as well as verifies warranty and service contract coverages.
• Develops repair labour estimates for vehicles/equipment by writing repair orders and maintains records through the use of industry standard software and tools such as the City’s Fleet Information Management Software package.
• Tracks work program metrics, including outlining the current state versus target and reports this information to management.
• Receives and investigates inquires related to garage operations and work requests, and then initiates action to resolve problems where feasible.
• Other duties/responsibilities as assigned.

Qualifications

Education and Experience:

• Completion of grade 12, supplemented by technical courses.
• Certified Automotive Operations Service Writer preferred and/or 3-5 years of related experience and courses related to Automotive Operations management in either an Automotive or Heavy-Duty equipment environment.
• Experience working in a unionized environment with different mechanical trades and manufacturing trades.
• Experience with use of a Fleet Information Management System.

Knowledge, Skills and Abilities:

• Demonstrated mechanical aptitude including working knowledge of the National Safety Code, Provincial Commercial Vehicle Inspection Program, and a working knowledge of WorkSafe BC regulations pertaining to maintenance and inspections of ‘High Consequence’ equipment.
• Demonstrated ability to work individually or as part of a team in a rapidly changing environment to complete work schedules and deadlines with close attention to detail.
• Demonstrated ability to deal effectively and timely with staff and customers, including interpreting and/or determining their service needs and following up.
• Demonstrated competence in use of MS Office applications including Word, Excel
• The applicant must hold a valid BC driver's license

Business Unit/Department: Engineering Services