Service Writer

Fairchild Equipment • Rockford, IL

15d • Hybrid

About The Position

As the Service Writer, you are instrumental to the success of Fairchild Equipment. This position ensures that our ‘Customers for Life’ get the help they need and receive it in a timely manner. You will work closely with our service dispatcher, technicians and sales representatives to dispatches calls, open workorders and assist in the timeliness of getting the right techs to the right jobs. In addition, you will monitor costs, finding savings as applicable, and providing exceptional customer service.

Requirements

• High School Diploma or GED is desired.
• 2+ years of experience in Industrial service writing and/or related experience is desired.

Responsibilities

• Manage the receipt and flow of all incoming service work, ensuring clear and consistent communication with customers and internal departments.
• Work with customers to obtain purchase orders.
• Accurately assess repair needs and source parts internally and externally.
• Open all work orders, monitor them from initiation through completion, and ensure accuracy before invoicing. Verify that labor, parts, and pricing align with the customer's quote and address any potential overages proactively.
• Evaluate new, used, and aftermarket parts through a variety of vendor sources.
• Document customers' unit issues, concerns, or maintenance needs clearly and precisely.
• Estimate labor time based on technician findings.
• Prepare purchase orders and estimates as needed during the initial write-up process.
• Oversee the flow of all service work, ensuring technician accountability, timely unit repair completion, and proper documentation.
• Notify internal teams of completed repairs and coordinate cartage or transport of repaired units.
• Collaborate with fleet management and warranty departments, ensuring all repairs and communications align with vendor policies and warranty guidelines.
• Confirm unused parts are returned and credited appropriately.
• Conduct customer follow-ups after repairs to ensure satisfaction and address any additional concerns.
• Communicate manufacturer-recommended maintenance to customers as applicable.
• Maintain a clean, organized, and safe work environment.
• Adhere to all established company policies, standards, and standard operating procedures.
• Actively support corporate initiatives, including continuous improvement efforts.
• Perform additional duties and responsibilities as assigned by management.

Benefits

• Full benefits package, including Medical, Dental and Vision insurance.
• Ability to have a flexible work schedule.
• Possible remote work options.
• Casual office dress code.
• Generous Paid Time Off.
• Paid Holidays.
• 401(k) retirement plan and Employer Match.
• Wellness Program that offers the opportunity to earn a medical insurance discount.
• Company Paid Short-Term and Long-Term Disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED