Service Writer

Stephenson Equipment•Hagerstown, MD

4d•Onsite

About The Position

Stephenson Equipment, Inc. (SEI) is seeking a Service Writer to act as the central point of communication between customers, technicians, and the service department. This role is crucial for ensuring efficient and accurate equipment repairs by managing service schedules, work orders, technician time, repair status updates, and warranty administration. The Service Writer will contribute to an exceptional customer experience and support the overall service operations of the branch. SEI has been a leader in the construction equipment industry in Pennsylvania, New York, Maryland, D.C., and Virginia since 1957, offering sales, rentals, parts, and service.

Requirements

Minimum of 2 years of customer service, administrative, service coordination, office support, or related experience.
High School Diploma or GED required.
Strong computer and data entry skills.
Equivalent combinations of education, training, and experience will be considered.
Strong customer service and communication skills.
Ability to effectively manage multiple priorities in a fast-paced environment.
Excellent organizational skills and attention to detail.
Mechanical aptitude and ability to understand service processes.
Strong written communication and documentation skills.
Proficiency with Microsoft Office and business software systems.
Ability to work independently while supporting a collaborative team environment.

Nice To Haves

Experience in construction equipment, heavy equipment, trucking, automotive, service, or related industries.
Technical school certificate or relevant vocational training.
Experience with work orders, warranty processing, service scheduling, or technician support.
Knowledge of equipment manufacturers such as JCB, LeeBoy, etc.
Experience within the construction equipment industry is strongly preferred.
Construction equipment, truck, automotive, or service industry experience preferred.

Responsibilities

Serve as the primary point of contact for customers regarding repair status and service updates.
Coordinate daily service schedules and job planning with technicians and service management.
Create and process repair estimates for customer approval.
Open, review, and close work orders accurately and efficiently.
Review technician paperwork and labor entries for accuracy and completeness.
Enter and approve technician timesheets within company software systems.
Create purchase orders and support job costing activities.
Manage work-in-process and assist with timely job completion and invoicing.
Track repair progress and proactively communicate updates to customers.
Verify warranty coverage and submit warranty claims to manufacturers.
Monitor and track warranty reimbursements.
Maintain accurate service and customer records within company systems.
Support the service department in delivering an exceptional customer experience.
Collaborate with parts, sales, and service personnel to ensure repair efficiency and customer satisfaction.