Service Writer
About The Position
Thompson & Johnson Equipment is seeking a Service Writer for their Schenectady branch. This role serves as a crucial link between customers and the Service Department, focusing on reviewing repair recommendations, researching parts and service needs, preparing accurate proposals, communicating these to customers, and following up to ensure approved repairs move forward. It involves direct customer interaction, problem-solving, and identifying additional service solutions to maintain equipment safety and productivity. The position requires consistent attendance and punctuality, operating Monday through Friday from 8:00 a.m. to 4:30 p.m.
Requirements
- High school diploma or equivalent.
- One to three years of customer service, service, parts, or related experience preferred.
- Mechanical aptitude and an interest in learning about material handling equipment and repair processes.
- Strong verbal and written communication skills.
- Confidence speaking with customers about repairs, pricing, and recommended work.
- Strong organization and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Good problem solving and decision-making skills.
- Basic math and spreadsheet skills.
- Strong computer skills, including proficiency with Microsoft Office, particularly Outlook, Word, and Excel, and the ability to learn Company service and customer systems.
- A strong record of reliability, punctuality, and consistent attendance. Dependable daily coverage is essential to supporting our customers and keeping service work moving.
- A willingness to learn and work collaboratively with employees throughout Parts, Service, Sales, and Operations.
Responsibilities
- Review technician recommendations, preventive maintenance work orders, service calls, CSS requests, and customer requests for potential service work.
- Research parts, labor, equipment history, and warranty information needed to prepare accurate service proposals.
- Prepare and prioritize OEM and non OEM repair quotes.
- Work with Parts and Service to obtain the information needed to complete proposals accurately and efficiently.
- Communicate repair recommendations and proposals to customers.
- Follow up on outstanding proposals and help customers understand recommended repairs and next steps.
- Ask for customer approval and secure purchase orders for authorized work.
- Track quotes and maintain accurate information regarding proposal status and follow up.
- Coordinate approved repairs with Parts, Service, and Dispatch so work can move toward scheduling.
- Identify appropriate additional parts, service, rental, or equipment opportunities based on customer needs.
- Coordinate rental replacement equipment when needed during repairs.
- Assist customers by phone and open service work orders when needed.
- Support billing, dispatching, and other Service Department activities as needed.
Benefits
- Low cost medical, dental, and vision insurance.
- 401(k) retirement plan with a 50% Company match on the first 5% contributed.
- Paid vacation and sick time.
- Paid Company holidays.
- Company paid life insurance.
- Disability insurance.
- Company clothing allowance.
- Wellness reimbursement program.
- Employee referral program.
- Opportunities for training, professional development, and career advancement.
- Company events and celebrations, including our annual employee celebration, which alternates between the Clambake and Dinner Dance Gala.
- A supportive, family-oriented work environment where employees are valued and respected.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
