Service Writer

Job Title: Service Writer

Location: Phoenix, AZ

Job Type: Full‑Time

Salary Range: $24–$34 hourly, depending on experience

Job Summary: The Service Writer serves as the main point of contact between customers and the service department, managing repair requests for heavy equipment within our Machinery division. This role is responsible for preparing repair orders, providing estimates, verifying warranty coverage, and coordinating workflow to support technicians. The ideal candidate is organized, customer‑focused, and can manage multiple priorities in a fast‑paced environment.

• Verifies warranty and service contract coverage by examining records and papers; explains provisions and exclusions.
• Develops estimates by costing materials, supplies, and labor; calculates customer payment, including deductibles.
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtains approval signatures; enters RO into E‑Emphasys.
• Maintains a job board and helps in delegating work to technicians.
• Maintains customer confidence by explaining estimates and expected return of vehicle; obtains customer approval of estimates; provides contact telephone numbers; answers questions and concerns.
• Maintains unit records by recording problems and corrective actions planned.
• Updates job knowledge by participating in educational opportunities; reading manufacturers' publications and taking online factory courses.
• Enhances organization's reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.
• Performs other functions or duties as directed by management in line with dealership objectives.

• Minimum 3 years of experience handling heavy phones, office administrative duties, customer relations, great computer skills, and problem‑solving.
• Refrigerated Transportation or Heavy Diesel dealership experience is highly desired.
• Basic mechanical knowledge is a plus.
• Bilingual in Spanish is a plus.
• Able to accomplish monthly service goals and deadlines.
• Excellent customer service skills are needed with a proven ability to handle customer updates, concerns, demands, and objections while always maintaining professional and good composure in the workplace.

• Medical coverage (PPO + HSA options).
• Dental, Vision, and Life insurance provided at no cost.
• 401(k) with competitive employer contributions.
• 80 hours of annual vacation, increasing with years of service.
• Uniforms provided annually.
• Annual boot voucher of $125.00.
• One full paid day off annually for community volunteer work.
• Birthday meal provided by Sonsray.
• Privately owned and operated, with decisions made based on core values rather than corporate directives.
• Annual Holiday Party, including covered airfare and hotel for employees and a guest.
• Emphasis on company growth and employee development.
• Open‑door policy, fostering a collaborative environment with active owner and management involvement.