Service Writer

Wastequip•Sacramento, CA

12d•Onsite

About The Position

The Service Writer is responsible for driving service revenue, customer satisfaction, technician productivity, and efficient shop operations. This position serves as the primary liaison between customers, technicians, parts personnel, vendors, and management. The Service Writer is accountable for the complete repair order process, including customer intake, estimate creation, quote follow-up, work order management, parts coordination, scheduling, invoicing, and work-in-process (WIP) management. This role works closely with technicians to ensure productive labor utilization, efficient shop workflow, timely repair completion, and achievement of branch service objectives. This position is located in our Sacramento, CA location.

Requirements

High School Diploma or GED required.
3+ years of service administration, service writing, dealership, fleet maintenance, truck repair, heavy equipment, or related industry experience preferred.
Strong customer service and communication skills.
Proficient computer skills and experience with service management software.
Ability to prioritize multiple tasks in a fast-paced environment.
Strong organizational and problem-solving skills.
Knowledge of repair order processes, parts management, and shop operations preferred.
Must be fluent in English (speaking, reading, and writing) with excellent communication and customer service skills.
Bilingual English/Spanish is strongly preferred.

Nice To Haves

Associate degree or technical education preferred.
CDL preferred or ability to obtain when required.

Responsibilities

Serve as the primary point of contact for service customers.
Receive and document repair requests, complaints, and maintenance needs.
Create detailed repair estimates and service quotes.
Communicate repair recommendations, timelines, and pricing information to customers.
Follow up on pending estimates and drive quote-to-order conversion.
Develop and maintain strong customer relationships to generate repeat business.
Identify additional repair opportunities through inspections and technician recommendations.
Coordinate customer approvals and purchase orders before work begins.
Support customer account inquiries and billing questions.
Open, review, maintain, and close service work orders.
Ensure accurate documentation of technician findings, labor operations, and repair notes.
Schedule repairs based on technician skill levels, shop capacity, and customer requirements.
Assign and route work efficiently to maximize shop throughput.
Monitor repair status and communicate progress to customers.
Coordinate customer delivery commitments and completion schedules.
Ensure work orders are complete, accurate, and invoiced promptly upon completion.
Coordinate daily shop workload to maximize technician utilization.
Monitor technician productivity and efficiency performance.
Reduce technician downtime by ensuring work, parts, and approvals are available.
Identify workflow bottlenecks and communicate corrective actions.
Support achievement of labor sales, gross profit, and operational performance goals.
Conduct daily review of shop schedules and work capacity.
Coordinate parts requirements for all service work orders.
Work closely with the Parts Department to ensure timely parts availability.
Procure parts internally or through approved outside vendors when required.
Monitor parts orders, backorders, and delivery schedules.
Plan parts requirements in advance to support shop efficiency and customer commitments.
Ensure all parts are properly allocated to work orders.
Coordinate returns, warranty claims, and vendor credits as applicable.
Establish and maintain productive relationships with vendors and suppliers.
Obtain pricing, availability, and delivery commitments from suppliers.
Support purchasing activities for service, shop supplies, consumables, and subcontracted services.
Coordinate outside vendor repairs and subcontracted work.
Review vendor invoices for accuracy and approval.
Support cost control initiatives and purchasing compliance.
Monitor inventory levels for shop supplies, consumables, and commonly used service items.
Assist with inventory cycle counts and inventory accuracy initiatives.
Coordinate replenishment of service-related inventory.
Maintain proper inventory controls and documentation.
Support inventory reduction and obsolescence management efforts.
Perform daily work-in-process (WIP) review and management.
Monitor open work orders and aging repair orders.
Ensure completed work orders are invoiced daily.
Support accounts payable documentation and vendor invoice processing.
Assist customers with billing inquiries and account resolution.
Maintain accurate service records and documentation.
Participate in weekly financial close activities.
Participate in month-end closing processes and reporting requirements.
Ensure labor, parts, and subcontract charges are captured accurately.
Support warranty administration and documentation requirements.
Perform CDL-compliant transportation as required.
Coordinate customer unit pickup and delivery activities.
Support logistics planning for service-related transportation needs.
Coordinate movement of equipment between facilities, vendors, and customer locations.
Ensure transportation documentation and compliance requirements are met.
Promote a safe work environment for employees, customers, and vendors.
Comply with all company safety policies and procedures.
Participate in safety meetings and training programs.
Report unsafe conditions, incidents, and near misses immediately.
Ensure repair orders and service activities comply with company, OSHA, DOT, and environmental requirements.
Maintain a clean, organized, and professional work environment.