Service Writer - Bobcat of Hagerstown
About The Position
Crownstone Equipment is seeking an organized and customer-focused Service Writer to be the communication hub between our customers and service team. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent service from start to finish. The Service Writer will oversee the coordination of repair orders, service scheduling, and customer updates, ensuring every job flows smoothly from intake to completion. You’ll play a key role in supporting our technicians, maintaining accurate documentation, and helping customers get back to work quickly and confidently. If you’re passionate about customer service, teamwork, and keeping operations running efficiently, this is a great opportunity to be part of a professional and respected dealership.
Requirements
- 2+ years of experience as a Service Writer, Service Advisor, or similar role in a heavy equipment or construction dealership.
- Strong customer service and communication skills.
- Proficiency with service management software (e.g. CDK) and Microsoft Office.
- Ability to safely lift up to 50 lbs regularly and up to 75 lbs occasionally.
- High school diploma or equivalent; Associate’s degree preferred.
Nice To Haves
- OEM product training or certifications (e.g., Bobcat University, Doosan Training).
- Familiarity with warranty claims, repair estimates, and work order tracking.
- OSHA or other workplace safety certifications.
Responsibilities
- Receives and handles all incoming service customer calls or visits in a courteous and professional manner.
- Coordinates day-to-day Shop & Field Service work order transactions in compliance with company policies and procedures to ensure maximum customer satisfaction.
- Gathers information to determine the type of service needed (i.e., type of repair, parts required and deadline for completion of repair) and estimate the time required for service.
- Works with Branch Manager, Service Manager or assigned technician to provide quotes to customers.
- Assigns work orders to the appropriate technician as well as sets/manages the service work order schedule with minimal assistance.
- Ensures timely and accurate work order processing, employee time posting, parts orders, quotes, and customer follow-up where necessary.
- Communicates with customers on the status of jobs, including when work is completed.
- Reviews completed work orders for accuracy and closes to invoice in a timely manner.
- Must have a working knowledge of Windows computers and programs as well as have the ability to quickly learn and employ company specific systems and applications.
- Ability to cross train to support Branch Parts Counter and Rental duties as needed.
- All other duties as required.
Benefits
- Comprehensive medical benefits for full-time employees
- Dental, vision, life, and disability insurance for full-time employees
- 401(k) retirement plan with company match
- Paid holidays for full-time employees
- Paid time off for full-time and part-time employees
- Employee Assistance Program (EAP)
- Exclusive employee discounts & access to year-round employee merchandise store
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
