Service Writer

Mid-Atlantic Truck & Equipment•Easton, MD

5d•$25 - $30•Onsite

About The Position

Mid-Atlantic Truck & Equipment is seeking a Service Writer for their Easton, MD team. This role is crucial for managing the flow of repairs and maintenance by acting as a liaison between customers, technicians, and the service team. The Service Writer will oversee shop and mobile service technicians, prioritize work, manage schedules, communicate service needs, and keep customers updated on their vehicle's repair status. The ideal candidate will be highly organized, detail-oriented, possess strong communication skills, and be adept at managing multiple priorities in a fast-paced setting. While mechanical or service industry experience is preferred, the company is also open to candidates with strong organizational and customer service skills who are eager to learn.

Requirements

High School Diploma or GED required
Strong verbal and written communication skills, including professional email correspondence
Proficiency with Microsoft Office and general computer applications
Ability to manage schedules, prioritize tasks, and stay organized in a fast-paced environment
Strong attention to detail and accuracy
Ability to communicate effectively with customers, technicians, vendors, and internal teams
This position requires the ability to read, write, speak, and understand English sufficiently to safely perform the essential functions of the job.
Effective communication is necessary to understand and follow safety procedures and instructions, communicate with customers and team members, and complete required job-related documentation.

Nice To Haves

Experience with a Dealer Management System (DMS) is a plus
Mechanical, heavy truck, equipment, or service industry experience is preferred, but not required

Responsibilities

Serve as a primary point of contact for service needs, communicating with customers regarding service concerns, estimates, repair status, and completed work
Provide day-to-day oversight and coordination of shop and mobile service technicians, helping prioritize work and keep repairs moving efficiently
Coordinate technician schedules and assignments based on customer needs, service priorities, and available resources
Work with technicians to understand diagnostic findings, repair needs, parts requirements, and estimated completion times
Manage customer records, service quotes, work orders, parts ordering, technician scheduling, and warranty claims
Keep customers informed throughout the repair process and communicate changes to scope, timing, or cost as needed
Review completed work with technicians and help ensure work orders are accurate and ready for invoicing
Collaborate with service and branch leadership to address scheduling, workflow, customer concerns, and service priorities
Handle additional administrative responsibilities, including answering phones, maintaining records, filing documents, and monitoring service and maintenance needs