Service Writer

About the Role

We are seeking an experienced and organized Service Writer to join our team The Service Writer acts as the bridge between our customers and the service department, ensuring repairs and maintenance for refuse trucks and heavy-duty equipment are documented accurately, communicated clearly, and completed on time. This role is vital for delivering excellent customer service while keeping shop operations efficient and profitable.

Key Responsibilities

• Greet and assist customers in person and over the phone regarding service needs.


• Write and open work orders, accurately documenting customer concerns, equipment information, and repair requests.


• Communicate clearly with technicians to ensure proper diagnosis and repair.


• Review completed jobs for accuracy in labor, parts, and warranty claims before closing work orders.


• Provide estimates and obtain customer approvals prior to work being completed.


• Coordinate scheduling, dispatch, and follow-up for service work.


• Maintain service records, customer files, and warranty documentation.


• Track repair progress and keep customers updated on job status.


• Assist in upselling additional services or preventive maintenance where appropriate.

Requirements

• Prior experience as a Service Writer, Service Advisor, or related role in heavy-duty trucks, equipment, or automotive repair.


• Strong organizational and communication skills.


• Ability to work in a fast-paced environment while maintaining accuracy.


• Proficiency with service/order management software (knowledge of Acumatica or similar systems a plus).


• Customer-first mindset with professional phone and in-person demeanor.

Compensation & Benefits

• Competitive pay (hourly, commensurate with experience).


• Health, dental, and vision insurance.


• 401(k) with company match.


• Paid time off and holidays.


• Ongoing training and growth opportunities within Firematic.