Industrial Mechanic / Service Writer

Admix•Londonderry, NH

22d•Onsite

About The Position

The primary responsibility of the Industrial Mechanic / Service Writer is to support customers and the Aftermarket team through a combination of hands-on mechanical troubleshooting, equipment evaluation, service documentation, quotation preparation, and customer communication. This position serves as a key liaison between customers, service personnel, engineering, production, and sales to ensure efficient resolution of equipment service needs. The Industrial Mechanic / Service Writer is responsible for evaluating equipment service requirements, coordinating repairs and rebuilds, preparing service reports and quotations, supporting the Return Material Authorization (RMA) process, and providing exceptional customer service throughout the service lifecycle. This position reports to the Technical Services Supervisor.

Requirements

Strong mechanical aptitude with the ability to diagnose industrial equipment issues.
Knowledge of rotating equipment, pumps, mixers, motors, gearboxes, seals, bearings, and related industrial systems preferred.
Ability to read and interpret mechanical drawings, assembly drawings, and technical documentation.
Strong written communication skills with the ability to prepare professional customer quotations, reports, and service recommendations.
Excellent customer service and interpersonal skills.
Strong organizational skills with the ability to manage multiple priorities and deadlines.
Proficiency with Microsoft Office and business systems used for service documentation and quoting.
Ability to work effectively both independently and within a collaborative team environment.
Strong critical thinking, problem-solving, and analytical skills.
Attention to detail and commitment to accuracy.
Ability to learn and develop expertise in all Admix product offerings and service processes.
Commitment to providing an exceptional customer experience during every customer interaction.
Limited travel may be required for training, customer visits, equipment evaluations, or special projects.
Candidates must possess and maintain a valid U.S. driver's license in good standing and meet company driving eligibility requirements.
Ability to bend, stoop, and lift items weighing up to 50 pounds as part of job responsibilities.
Ability to remain seated or standing for extended periods as required by job duties.
Ability to work safely around mechanical equipment and in manufacturing environments.
A training period of approximately 3 months in the shop is required to develop a thorough understanding of Admix equipment assembly, disassembly, operation, and maintenance.
Cross-training with service technicians, production personnel, engineering, and the Service Team Lead.
Develop proficiency in service documentation, quoting, equipment evaluation, and RMA administration.
Serve as a backup resource for Service Department activities during periods of high workload or employee absences.

Nice To Haves

Associate degree in Mechanical Technology, Manufacturing Technology, Engineering Technology, or a related field preferred but not required.
3-5 years of industrial mechanical, maintenance, repair, manufacturing, or service-related experience preferred.
Experience preparing quotes, estimates, service reports, or technical documentation is a plus.
Experience interacting directly with customers in a technical support or service environment preferred.
Experience with ERP systems and service management processes is beneficial.

Responsibilities

Evaluate customer equipment issues and provide technical guidance regarding maintenance, repairs, rebuilds, and replacement parts.
Prepare detailed service quotations, repair estimates, and recommendations based on equipment condition and customer requirements.
Manage and coordinate Return Material Authorizations (RMAs) from initiation through completion.
Review customer service requests received via phone, email, and web inquiries and ensure timely response and resolution.
Diagnose mechanical equipment issues through customer discussions, photographs, service reports, and returned equipment evaluations.
Perform equipment inspections, troubleshooting, disassembly, cleaning, and mechanical evaluations as necessary.
Create and maintain accurate service documentation, including inspection reports, repair recommendations, service records, and customer correspondence.
Work closely with production, engineering, purchasing, and sales teams to coordinate repairs, parts requirements, and service schedules.
Assist in developing service procedures, work instructions, and troubleshooting documentation.
Support equipment rebuild projects by evaluating equipment condition and recommending required repairs or upgrades.
Provide inside technical support to customers regarding the installation, operation, maintenance, and repair of Admix equipment.
Assist with customer training and technical support activities as required.
Support departmental reporting and service metrics tracking.
Provide backup support for customer service calls and inquiries as needed.
Assist the Admix Lab and other departments when required.
Perform other duties as assigned.