Service Writer - Oak Creek, WI

TRANSPORT REFRIGERATION INC•Oak Creek, WI

6d•$24 - $30•Onsite

About The Position

Transport Refrigeration, Inc. (TRI), a Thermo King dealer, is hiring an experienced Service Writer / Service Advisor for our Oak Creek, WI service operation. As the connection between customers, technicians, Parts, and Sales, you'll help manage the entire service process—from understanding the customer's needs and opening the repair order to coordinating technician assignments, communicating job status, and preparing the final invoice. This is a hands-on, customer-facing role in a fast-paced service environment where organization, communication, follow-through, and attention to detail matter every day.

Requirements

1+ year of experience as a Service Writer, Service Advisor, Service Coordinator, or similar customer-facing service role
Direct experience working with customers to document service needs, answer questions, communicate job status, and explain delays
Experience creating and maintaining work orders or service tickets
Experience scheduling or dispatching technicians and coordinating assignments as priorities change
Experience preparing customer invoices from completed work orders, including labor and parts/materials
Experience using a computer system to track open jobs, maintain accurate notes, and follow up on outstanding work
Strong multitasking and organizational skills
Clear verbal and written communication, especially in a fast-paced environment
Comfortable using Microsoft Outlook, Excel, and Word
High school diploma or equivalent
Valid driver's license
Willingness to occasionally travel for training or cross-location support

Nice To Haves

Service department experience at a heavy truck, trailer, heavy equipment, automotive, or other equipment dealership
Service coordination experience with an equipment rental company, HVAC company, or plumbing company
Preparing estimates, obtaining customer approvals, and following up on purchase orders
Processing customer payments, reconciling cash drawers, and preparing deposits
Handling warranty paperwork
Experience with dealership, repair shop, or service management software
Experience with trucks, trailers, diesel equipment, refrigeration, HVAC, or other mechanical equipment

Responsibilities

Work directly with customers to document service needs, answer questions, communicate repair progress, and explain delays
Greet customers and triage scheduled service, walk-ins, and urgent repair requests
Answer inbound service calls and provide clear, professional assistance
Keep customers informed throughout the repair process and follow up when approvals, parts, or additional work are needed
Create and maintain accurate repair orders (ROs) / service tickets, including customer information, requested work, job status, and technician notes
Schedule and coordinate technician assignments as priorities change
Monitor open jobs and keep work moving through the service process
Coordinate closely with the Parts Department to confirm parts availability and proper usage
Track technician labor and verify job documentation for accuracy
Use the service computer system to track open jobs and follow up on work awaiting approval, parts, completion, or billing
Prepare customer invoices from completed work orders, including labor and parts/materials
Prepare estimates and obtain customer approvals when applicable
Validate purchase orders, warranty eligibility, and payment methods
Follow up on outstanding POs and customer approvals
Process COD payments and assist with cash-handling responsibilities
Handle serialized part registration and related documentation
Assist with warranty paperwork and weekly payroll support
Collaborate daily with technicians, Parts, Sales, and other departments
Help prioritize work based on customer needs, equipment availability, parts, and technician capacity
Step in to support other service or administrative needs as necessary