Service Writer, Heavy Equipment Service Coordination - Shop & Field
Overview
Service Writer owns the administrative and customer-service link between clients, technicians, the Service Manager, Sales, Parts, and the warehouse at scale. They coordinate shop and field service work from initial request through scheduling, quotes, and invoicing within a multi-department team. This role emphasizes accuracy, proactive follow-up, and clear documentation to support efficient job closeout. What makes this role different is hands-on shop exposure and direct collaboration with field technicians and parts teams to expedite service delivery.
What You'll Do10
- 1Build and maintain accurate sales orders, service cases, tasks, and work orders for shop and field service activities.
- 2Lead daily reviews of technician activity to assign tasks, confirm time entries, and document work with precise detail.
- 3Design and track service quotes including parts, labor, travel, and applicable charges for manager review and customer approval.
- 4Ship completed work orders for invoicing with verified labor, parts, and supporting documents; route exceptions to the Service Manager.
- 5Own parts coordination and status updates by coordinating with warehouse and Sales or Parts personnel
- 6Drive proactive communication with customers about technician scheduling, equipment status, estimates, approvals, delays, and parts availability
- 7Manage backorders and long-lead-time parts with regular status updates and coordination for immediate or planned service
- 8Resolve discrepancies in parts receipts and sales orders with cross-functional teams to ensure accurate invoicing
- 9Monitor open work orders and aging to move jobs toward timely closeout and invoicing
- 10Support warranty administration by collecting required documentation and tracking claim status
Requirements7
- 1High school diploma or GED equivalent.
- 2At least two years of administrative, customer service, service coordination, dispatch, or related experience.
- 3Proficiency with Microsoft Outlook, Word, and Excel including data entry, PDF handling, and cross-application use.
- 4Strong written and verbal communication skills and ability to work independently under time pressure.
- 5Ability to read and interpret service documentation, equipment manuals, parts diagrams, sales orders, and basic repair information.
- 6Willingness to enter active shop and yard areas while wearing steel-toe footwear and PPE.
- 7Ability to learn Goodfellow's business systems, equipment terminology, service processes, and manufacturer requirements.
Salary Insight
$58 - $64k per year
Location
Required Skills
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