Service Writer - Aerial Equipment Mobile Service

Overview

The Service Writer serves as the primary point of contact between customers, service providers, and internal teams. This individual is responsible for coordinating service requests from intake through completion while providing exceptional customer service and maintaining accurate documentation throughout the process. Success in this role requires strong communication skills, attention to detail, organization, and the ability to manage multiple service requests simultaneously.

• Serve as the primary contact for customers requesting equipment service and repairs
• Gather customer and equipment information and accurately document service concerns
• Communicate repair status, delays, estimates, and completion timelines
• Obtain customer approvals for recommended repairs and additional work
• Resolve customer concerns professionally and escalate issues when necessary
• Create and manage service requests from intake through completion
• Coordinate with service providers and technicians to ensure timely repairs
• Assign service requests to the appropriate service partner based on location and expertise
• Monitor open work orders and proactively follow up on outstanding items
• Maintain accurate records of findings, repairs, labor, parts, and related costs
• Utilize , Net Suite, Outlook, Jot Form, Cloud Talk, and other business systems
• Process customer deposits and maintain accurate service documentation
• Track approvals, invoices, and completed service transactions
• Maintain organized service boards and workflows to ensure operational efficiency
• Identify opportunities for preventive maintenance services and additional customer solutions
• Promote Aerial Titans services and support customer retention initiatives
• Assist in maintaining and expanding our nationwide service partner network

• 3+ years of customer service, service coordination, dispatching, or service writing experience
• Strong organizational and time-management skills
• Excellent verbal and written communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Outlook and web-based business applications
• Strong attention to detail and documentation accuracy

• Experience with equipment, construction, industrial, automotive, or service-related industries
• Experience with Net Suite, , CRM, or work-order management systems
• Experience coordinating vendor and field service providers

• Deliver exceptional customer experiences
• Maintain accurate and complete service records
• Effectively manage multiple open service requests
• Communicate proactively with customers and service providers
• Help reduce service turnaround times
• Contribute to positive customer reviews and long-term customer relationships