Service Writer - Madison

TRANSPORT REFRIGERATION INC•Madison, WI

5d•Onsite

About The Position

Transport Refrigeration, Inc. (TRI) is hiring a Service Writer at our high-volume Madison location—a mission-critical support hub for refrigerated transport fleets across Wisconsin. Also known as a Service Advisor or Billing Clerk, this full-time role supports the entire job lifecycle: from welcoming the customer to closing the repair order. You'll manage service documentation, coordinate scheduling, and collaborate daily with technicians, parts clerks, and the sales team to keep equipment moving and customers informed. This is a frontline role in a fast-paced environment, ideal for someone who thrives under pressure, takes ownership, and isn’t afraid to lead from the service counter. We’re a Thermo King dealer and 24/365 service organization. That means urgency isn’t optional—it’s expected. At TRI, you’ll thrive if you: Stay calm when things move fast Collaborate across departments without silos Sweat the details so techs can execute and customers stay informed Know how to keep jobs moving, not just logged Want to be part of something bigger than “just another shop” Transport Refrigeration, Inc. specializes in temperature control systems for heavy-duty trucks, trailers, and off-highway fleets. We support fleets in food distribution, pharmaceuticals, mining, construction, and more.

Requirements

1+ year of experience as a Service Writer, Service Advisor, or Billing Clerk (dealership or fleet service preferred)
Strong multitasking and cross-functional coordination skills
Clear verbal and written communication, especially under time pressure
Comfortable using Microsoft Outlook, Excel, and Word
High school diploma or equivalent
Valid driver's license
Willingness to travel occasionally for training or cross-location support

Nice To Haves

Familiarity with service order or dealership management software (preferred, not required)

Responsibilities

Greet and triage walk-ins, scheduled service, and urgent requests
Open and manage active repair orders (ROs) in a time-sensitive, high-volume shop
Validate PO numbers, warranty eligibility, and payment methods pre-dispatch
Assign technician jobs and actively monitor job progress and accuracy
Partner with the Parts Department to ensure parts availability and correct usage
Collaborate with the Sales Team to align expectations and customer communication
Track technician labor, validate job documentation, and ensure error-free invoicing
Process COD payments and manage serialized part registration
Answer inbound service calls and provide clear, professional assistance
Assist in weekly payroll support and occasional cross-department needs