Service Writer

Responsibilities

The Service Writer is responsible for timely preparation and maintenance of repair orders for both the company fleet and external customers. This role serves as a central link between the service and parts departments and involves regular customer engagement and communication. The primary responsibilities include:

• Serve as a primary point of contact for customers by greeting them in a professional manner while accurately documenting equipment concerns and repair needs
• Prepare initial repair estimates, in collaboration with the Service Manager, including pricing, parts availability, and projected lead times, and submit quotes to Service Manager in a timely manner
• Prepare detailed and accurate repair orders in a timely manner outlining customer concerns, technician findings, cause, and corrections. Ensure all labor, parts, and outside services are properly documented and billed to the correct repair order
• Coordinate with the parts department to ensure timely procurement and delivery of required parts. Inspect all received parts for accuracy, condition, and quality
• Maintain consistent communication with customers and dispatchers regarding technician findings, pricing and approvals, estimated timeline for completion, schedule changes, and repair progress updates. Respond promptly and professionally to inquiries.
• Provide responsive operational and administrative support for technicians and Service Manager to support efficient workflow
• Work collaboratively with internal and external parties and maintain positive working relationships with each
• Be proficient in and utilize shop software and Microsoft applications to maintain accurate records and support daily operations
• Evaluate current processes and make recommendations for increased efficiency, accuracy, and productivity
• All other duties as assigned

The Service Writer is responsible for timely preparation and maintenance of repair orders for both the company fleet and external customers. This role serves as a central link between the service and parts departments and involves regular customer engagement and communication. The primary responsibilities include:

• Serve as a primary point of contact for customers by greeting them in a professional manner while accurately documenting equipment concerns and repair needs
• Prepare initial repair estimates, in collaboration with the Service Manager, including pricing, parts availability, and projected lead times, and submit quotes to Service Manager in a timely manner
• Prepare detailed and accurate repair orders in a timely manner outlining customer concerns, technician findings, cause, and corrections. Ensure all labor, parts, and outside services are properly documented and billed to the correct repair order
• Coordinate with the parts department to ensure timely procurement and delivery of required parts. Inspect all received parts for accuracy, condition, and quality
• Maintain consistent communication with customers and dispatchers regarding technician findings, pricing and approvals, estimated timeline for completion, schedule changes, and repair progress updates. Respond promptly and professionally to inquiries.
• Provide responsive operational and administrative support for technicians and Service Manager to support efficient workflow
• Work collaboratively with internal and external parties and maintain positive working relationships with each
• Be proficient in and utilize shop software and Microsoft applications to maintain accurate records and support daily operations
• Evaluate current processes and make recommendations for increased efficiency, accuracy, and productivity
• All other duties as assigned

The Service Writer position is a full-time role and will work on-site in Columbia, PA, Monday-Friday (8:30 AM – 5:00 PM).

• Previous experience in service writing or service and/or parts environment, preferably heavy duty (2+ years)
• Excellent communication and interpersonal skills and ability to positively interact with individuals across the business (technicians, customers, colleagues, vendors, etc.)
• Excellent computer skills & ability to utilize computer programs and software…