Service Writer

Green Bay
Fairchild Equipment - Green Bay
2140 Hutson Road
Green Bay, WI 54303, USA

Fairchild Equipment was founded in 1985 as Yale Materials Handling. Under the leadership of Gary Fairchild, we gradually diversified our manufacturers to add trusted brands, expanded our services areas to better serve Wisconsin, Minnesota, Northern Illinois, North Dakota, and the Upper Peninsula of Michigan. We’ve grown from only an eight-person operation to over 325 employees. Now under the leadership of Gary Fairchild’s son, Chad Fairchild, Fairchild is all about possibilities for additional growth and expansion, while maintaining our operations as Family Owned.

We know that in order for us to provide a dynamic and comprehensive customer experience, we need to have a team dedicated to industry experience, knowledge and customer service. We know our employees embrace our values and are driven to exceed expectations and we welcome the individual who shares those values. Come join our Fairchild Team!

• Family Values – Healthy work/life balance promoting a winning and pleasant work environment. Follow the Golden Rule.
• Safety Always – We are committed to safety at all times and in all places.
• Customers for Life – Excellence in customer service. If we don’t deliver, let us know, and we WILL fix it!
• Employer of Choice – Happy and productive employees who outwork the competition.
• Active in our Communities – Outstanding citizens in the market we serve.

As a member of the Service Writer team, you are instrumental to the success of Fairchild Equipment. This position ensures that our ‘Customers for Life’ get the help they need and receive it in a timely manner. You will collaborate closely with our service manager, technicians, and sales representatives to efficiently dispatch service calls, open work orders, and ensure the right technicians are assigned to the right jobs in a timely manner.

Additionally, you will be responsible for monitoring costs, identifying potential savings, and consistently delivering exceptional customer service.

• Manage the receipt and flow of all incoming service work, ensuring clear and consistent communication with customers and internal departments.
• Work with customers to obtain purchase orders.
• Accurately assess repair needs and source parts internally and externally.
• Open all work orders, monitor them from initiation through completion, and ensure accuracy before invoicing. Verify that labor, parts, and pricing align with the customer’s quote and address any potential overages proactively.
• Evaluate new, used, and aftermarket parts through a variety of vendor sources.
• Document customers’ unit issues, concerns, or maintenance needs clearly and precisely.
• Estimate labor time based on technician findings.
• Prepare purchase orders and estimates as needed during the initial write-up process.
• Oversee the flow of all service work, ensuring technician accountability, timely unit repair completion, and proper documentation.
• Notify internal teams of completed repairs and coordinate cartage or transport of repaired units.
• Collaborate with fleet management and warranty departments, ensuring all repairs and communications align with vendor policies and warranty guidelines.
• Confirm unused parts are returned and credited appropriately.
• Conduct customer follow-ups after repairs to ensure satisfaction and address any additional concerns.
• Communicate manufacturer-recommended maintenance to customers as applicable.
• Maintain a clean, organized, and safe work environment.
• Adhere to all established company policies, standards, and standard operating procedures.
• Actively support corporate initiatives, including continuous improvement efforts.
• Perform additional duties and responsibilities as assigned by management.

• Valid driver’s license with an acceptable driving record.
• Proficient with Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with proven ability to meet deadlines.
• Ability to work well in a team environment and effectively.
• Abil…