Service Writer- Turf Care Equipment

SMITH TURF & IRRIGATION LLC•Knoxville, TN

just now

About The Position

The Service Writer is the primary customer-facing coordinator for turf equipment service and repair. This role receives and documents service requests, prepares estimates, schedules work, communicates status and costs to customers, and coordinates with technicians to ensure timely, accurate repairs and customer satisfaction.

Requirements

High school diploma or equivalent; technical school or associate degree in small engine technology, turf management, or related field preferred
3+ years customer service or service department experience; prior experience with turf equipment, agricultural, lawncare, or small engine service preferred
Familiarity with common turf equipment brands, components, and maintenance practices is a strong plus
Experience working in an ERP, parts catalogs, and basic computer skills
Strong verbal and written communication skills, customer-focused and professional demeanor
Good organizational, multitasking, and time management abilities
Basic mechanical aptitude to understand technical feedback and explain issues to customers
Attention to detail for accurate estimates, records, and warranty paperwork
Problem-solving and negotiation skills for resolving disputes and unexpected repair findings
Ability to work under pressure and manage competing priorities

Nice To Haves

technical school or associate degree in small engine technology, turf management, or related field
prior experience with turf equipment, agricultural, lawncare, or small engine service
Familiarity with common turf equipment brands, components, and maintenance practices

Responsibilities

Greet customers (in-person, phone, email), record equipment concerns, and collect contact information, equipment information- make, model, serial number, hours
Create and manage estimates, open orders, and service documentation in ERP
Diagnose service issues with customers and technicians to generate accurate estimates and recommend maintenance or repair options
Schedule and prioritize work based on urgency, parts availability, and technician capacity
Order and track parts; notify customers of delays or changes
Obtain customer approvals for additional work, document changes and update estimates
Provide regular status updates to customers and finalize invoices upon completion
Process warranty claims and follow manufacturer procedures for documentation and submission
Maintain service records, parts inventory levels (as assigned), and ensure accurate billing and payment collection
Support upselling of preventive maintenance, parts, and accessories when appropriate
Coordinate equipment pickup and delivery logistics when required