Service Writer

Vancer•Harrisburg, NC

About The Position

The Service Writer serves as the main point of contact for customers, handling service scheduling, parts order entry, and related documentation for machine repairs. This role also supports the Condition Monitoring program, which uses technology to assess equipment health and proactively address issues, helping reduce downtime. By managing service coordination and customer communication, the Service Writer plays a vital role in building trust and promoting long-term customer loyalty.

Requirements

Serves as the main point of contact for customers
Handles service scheduling
Handles parts order entry
Handles documentation for machine repairs
Supports the Condition Monitoring program
Manages service repair quotes and work orders
Gathers accurate problem details from customers
Secures service manager approval when necessary
Verifies warranty and service contract coverage
Informs customers of required services, recalls, and DOT inspections
Ensures accuracy and alignment between orders and invoices
Identifies add-on sales opportunities
Converts quotes to work orders or closes them as appropriate
Coordinates parts research and ordering
Obtains or issues internal purchase orders when needed
Collaborates with other dealers' service departments to schedule repairs when equipment is out of territory
Schedules equipment repairs by dispatching work orders to field technicians
Keeps customers informed of repair status and estimated completion times
Follows up post-repair to maintain strong customer relationships
Analyzes condition monitoring data

Responsibilities

Manages service repair quotes and work orders by opening, processing, and closing them using standard jobs. Gathers accurate problem details from customers and secures service manager approval when necessary.
Verifies warranty and service contract coverage and informs customers of required services, recalls, and DOT inspections.
Ensures accuracy and alignment between orders and invoices, and identifies add-on sales opportunities to communicate effectively with customers.
Converts quotes to work orders or closes them as appropriate. Coordinates parts research and ordering, and obtains or issues internal purchase orders when needed.
Collaborates with other dealers' service departments to schedule repairs when equipment is out of territory.
Schedules equipment repairs by dispatching work orders to field technicians based on skills, expertise, and availability, aiming to minimize customer downtime and optimize technician utilization.
Delivers exceptional customer service by keeping customers informed of repair status and estimated completion times. Follows up post-repair to maintain strong customer relationships.
Analyzes condition monitoring data (e.g., SOS reports, fault codes, inspections, electronic data, equipment history) to determine if Condition Monitoring Alert (CMA) actions are needed.