Service Writer / Service Coordinator – Heavy Equipment

Goodfellow Corporation•Boulder City, NV

2d•$28 - $31•Hybrid

About The Position

The Service Writer serves as the primary administrative and customer-service link between Goodfellow customers, technicians, the Service Manager, Sales, Parts, and the warehouse. This position owns the daily coordination and documentation of shop and field service work from the initial customer request through technician scheduling, case management, parts follow-up, quoting, work-order closeout, and invoicing. The Service Writer is expected to identify missing information, follow up directly with the appropriate person, maintain accurate records, and anticipate the information managers and other departments will need.

Requirements

High school diploma or GED equivalent.
At least two years of administrative, customer service, service coordination, dispatch, work-order, or related experience.
Proficiency with Microsoft Outlook, Word, and Excel, including file organization, data entry, PDF handling, and working across multiple applications or monitors.
Strong written and verbal communication skills, with the ability to communicate confidently with customers and employees.
Ability to work independently, prioritize competing needs, and maintain accuracy under time pressure.
Ability to read and interpret service documentation, equipment manuals, parts diagrams, sales orders, transfer orders, and basic repair information.
Ability and willingness to enter active shop and yard areas while wearing required steel-toe footwear and personal protective equipment.
Ability to learn Goodfellow's business systems, equipment terminology, service processes, and manufacturer requirements.

Nice To Haves

Experience in a heavy-equipment dealership, aggregate, mining, construction, industrial, automotive, truck, or related service environment.
Experience with ERP, CRM, dealer-management, dispatch, warranty, or electronic work-order systems; NetSuite experience is a plus.
Basic mechanical knowledge and familiarity with engines, hydraulics, electrical systems, crushers, screens, conveyors, or other mobile and stationary equipment.
Experience reviewing technician timecards, service notes, estimates, warranties, invoices, sales orders, or transfer orders.
Experience preparing customer quotes that combine parts, labor, supplies, travel, and other service charges.
Bilingual English/Spanish communication skills.

Responsibilities

Review the previous workday's technician activity and confirm each technician has an assigned task or case with accurately recorded time; contact technicians to clarify missing work and create or update tasks when appropriate.
Review completed tasks for required time-bill memos and supporting detail; obtain clarification directly from technicians and update records so the work performed is clearly documented.
Review completed service reports for accuracy, completeness, internal notes, customer comments, recommended maintenance, incorrect parts, unresolved concerns, and other required follow-up.
Contact technicians directly when service-report details are unclear and obtain complete information regarding parts needed, recommended repairs, and estimated labor hours.
Receive customer service requests and determine whether the customer needs a repair quote, scheduled service, or the earliest available technician.
Gather complete service-request information, including customer name, on-site contact, equipment location, model, serial number, problem description, purchase-order reference, and scheduling requirements.
Review the service schedule and coordinate technician availability with the Service Manager or designated shop lead; communicate realistic availability and expected response times to customers.
Create and maintain accurate sales orders, service cases, tasks, and work orders for shop and field service activities.
Provide assigned technicians with customer contact information, site address or pin location, job details, and required startup, inspection, or service paperwork.
Maintain work orders throughout the complete service cycle, including scope, labor, parts, outside services, technician notes, inspection reports, photographs, customer approvals, and other supporting documentation.
Provide customers with timely, professional updates regarding technician scheduling, equipment status, repair findings, estimates, approvals, delays, parts availability, and expected completion.
For long-lead-time or backordered parts, provide regular status updates and coordinate whether service should be scheduled immediately upon arrival or during a planned equipment shutdown.
Perform daily reviews of sales orders and transfer orders to confirm parts availability, commitments, backorders, expected arrival dates, and order status.
When parts arrive, coordinate with the warehouse to physically verify the items match the sales order and confirm the inventory is committed correctly; work with Boulder City Sales or Parts personnel to resolve discrepancies.
Maintain detailed and current notes in sales orders and service cases so managers and other departments can understand job status and history without additional clarification.
Obtain parts pricing from Sales or Parts personnel and prepare service quotes that include required parts, estimated labor, service supplies, travel, and other applicable charges for manager review.
Track quoted amounts, customer authorizations, purchase orders, contract requirements, and changes in scope to help ensure charges align with approved work.
Prepare completed work orders for invoicing by verifying labor, parts, freight, travel, service supplies, subcontracted work, and supporting documents; route exceptions to the Service Manager.
Identify out-of-state technician travel and document it for manager review and inclusion of applicable travel expenses.
Monitor open work orders and work-in-process aging; follow up on missing information and help move completed jobs toward timely closeout and invoicing.
Support warranty administration by collecting required documentation, validating coverage information, submitting claims as assigned, and monitoring claim status.
Maintain regular communication with shop and field technicians regarding assignments, paperwork, parts, uniforms, PPE, supplies, and task or case issues.
Spend time in the shop, while wearing required steel-toe footwear and PPE, to observe active jobs, understand technician needs, and build practical knowledge of Goodfellow equipment and service processes.
Ensure field technicians receive required startup and service paperwork and follow up promptly to collect completed documentation.
Review and follow Goodfellow standard operating procedures; identify unclear or inaccurate procedures and route recommended corrections through the appropriate manager.
Build working knowledge of Goodfellow equipment by reviewing parts and operations manuals, parts diagrams, service intervals, and relevant repair procedures, beginning with assigned priority models such as the FT4250 and FT2650.
Anticipate the information and follow-up needed by the Service Manager and other department leaders, and prepare complete documentation before requesting approval or action.
Follow Goodfellow safety practices and applicable OSHA, MSHA, DOT, customer-site, and company requirements when coordinating shop and field service work.
Perform other duties and responsibilities as assigned.