Service Writer

Service Writer

Location: Ontario, CA

Schedule: Full-Time, Monday-Friday, 8:00 AM-5:00 PM

Compensation: $25.00-$32.00 per hour, depending on experience

Position Summary

We are seeking a highly organized and customer-focused Service Writer to serve as the primary liaison between customers and the Service Department. The ideal candidate will be responsible for coordinating repair and maintenance services, communicating with customers regarding equipment needs, and ensuring work orders are accurately documented and completed. This position plays a critical role in delivering an exceptional customer experience while supporting an efficient and productive service operation.

Essential Responsibilities

* Greet customers and professionally assess service and repair needs.

* Create, review, and manage work orders from intake through completion.

* Coordinate communication between customers, technicians, and parts personnel.

* Prepare estimates for repairs, maintenance, and service recommendations.

* Provide timely updates to customers regarding equipment status, repair timelines, and costs.

* Review technician findings and communicate required repairs to customers.

* Process invoices and ensure accurate documentation of all completed work.

* Schedule service appointments and maintain service calendars.

* Assist with warranty claim submissions and required supporting documentation.

* Answer incoming phone calls and respond to customer inquiries regarding service and repairs.

* Monitor open repair orders to ensure timely completion and follow-up.

* Maintain accurate customer records and service histories.

* Support Service Department goals by promoting excellent customer satisfaction and operational efficiency.

Qualifications

Required

* High school diploma or equivalent.

* Minimum of 2 years of experience in a Service Writer, Service Advisor, or customer service-related role.

* Strong communication and interpersonal skills.

* Excellent organizational and multitasking abilities.

* Proficiency with Microsoft Office and computer-based service management systems.

* Ability to work effectively in a fast-paced environment.

* Strong attention to detail and follow-through.

Preferred

* Experience in agriculture, construction, heavy equipment, automotive, or equipment dealership environments.

* Knowledge of diesel engines, tractors, construction equipment, or related machinery.

* Experience with warranty administration and repair order processing.

Knowledge, Skills & Abilities

* Exceptional customer service and relationship-building skills.

* Ability to explain technical information in a clear and professional manner.

* Strong problem-solving and conflict-resolution abilities.

* Effective time management and prioritization skills.

* Ability to work independently and collaboratively within a team environment.

* Accuracy in documentation and data entry.

Physical Requirements

* Ability to sit, stand, and walk throughout the workday.

* Ability to occasionally lift up to 25 pounds.

* Comfortable working in an office environment with regular exposure to a service shop setting.

Desired Skills and Experience High school diploma or equivalent.

* Minimum of 2 years of experience in a Service Writer, Service Advisor, or customer service-related role.

* Strong communication and interpersonal skills.

* Excellent organizational and multitasking abilities.

* Proficiency with Microsoft Office and computer-based service management systems.

* Ability to work effectively in a fast-paced environment.

* Strong attention to detail and follow-through.

Preferred

* Experience in agriculture, construction, heavy equipment, automotive, or equipment dealership environments.

* Knowledge of diesel engines, tractors, construction equipment, or related machinery.

* Experience with warranty administration and repair order processing.

Knowledge, Skills & Abilities

* Exceptional customer service and relationship-building skills.

* Ability to explain technical information in a clear and professional manner.

* Strong problem-solving and conflict-resolution abilities.

* Effective time management and prioritization skills.

* Ability to work independently and collaboratively within a team environment.

* Accuracy in documentation and data entry.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.