Service Writer

Essential Duties and Responsibilities:

Customer Service & Business Development

• Serve as the primary point of contact for service customers.
• Receive and document repair requests, complaints, and maintenance needs.
• Create detailed repair estimates and service quotes.
• Communicate repair recommendations, timelines, and pricing information to customers.
• Follow up on pending estimates and drive quote-to-order conversion.
• Develop and maintain strong customer relationships to generate repeat business.
• Identify additional repair opportunities through inspections and technician recommendations.
• Coordinate customer approvals and purchase orders before work begins.
• Support customer account inquiries and billing questions.

Repair Order & Workflow Management

• Open, review, maintain, and close service work orders.
• Ensure accurate documentation of technician findings, labor operations, and repair notes.
• Schedule repairs based on technician skill levels, shop capacity, and customer requirements.
• Assign and route work efficiently to maximize shop throughput.
• Monitor repair status and communicate progress to customers.
• Coordinate customer delivery commitments and completion schedules.
• Ensure work orders are complete, accurate, and invoiced promptly upon completion.

Shop Productivity & Technician Support

• Coordinate daily shop workload to maximize technician utilization.
• Monitor technician productivity and efficiency performance.
• Reduce technician downtime by ensuring work, parts, and approvals are available.
• Identify workflow bottlenecks and communicate corrective actions.
• Support achievement of labor sales, gross profit, and operational performance goals.
• Conduct daily review of shop schedules and work capacity.
   

Parts Planning & Procurement

• Coordinate parts requirements for all service work orders.
• Work closely with the Parts Department to ensure timely parts availability.
• Procure parts internally or through approved outside vendors when required.
• Monitor parts orders, backorders, and delivery schedules.
• Plan parts requirements in advance to support shop efficiency and customer commitments.
• Ensure all parts are properly allocated to work orders.
• Coordinate returns, warranty claims, and vendor credits as applicable.
   

Purchasing & Vendor Management

• Establish and maintain productive relationships with vendors and suppliers.
• Obtain pricing, availability, and delivery commitments from suppliers.
• Support purchasing activities for service, shop supplies, consumables, and subcontracted services.
• Coordinate outside vendor repairs and subcontracted work.
• Review vendor invoices for accuracy and approval.
• Support cost control initiatives and purchasing compliance.
   

Inventory Management

• Monitor inventory levels for shop supplies, consumables, and commonly used service items.
• Assist with inventory cycle counts and inventory accuracy initiatives.
• Coordinate replenishment of service-related inventory.
• Maintain proper inventory controls and documentation.
• Support inventory reduction and obsolescence management efforts.
   

Administrative Controls & Financial Management

• Perform daily work-in-process (WIP) review and management.
• Monitor open work orders and aging repair orders.
• Ensure completed work orders are invoiced daily.
• Support accounts payable documentation and vendor invoice processing.
• Assist customers with billing inquiries and account resolution.
• Maintain accurate service records and documentation.
• Participate in weekly financial close activities.
• Participate in month-end closing processes and reporting requirements.
• Ensure labor, parts, and subcontract charges are captured accurately.
• Support warranty administration and documentation requirements.
   

Transportation & Logistics

• Perform CDL-compliant transportation as required.
• Coordinate customer unit pickup and delivery activities.
• Support logistics planning for service-related transportation needs.
• Coordinate movement of equipment between facilities, vendors, and customer locations.
• Ensure transportation documentation and compliance requirements are met.
   

Safety & Compliance

• Promote a safe work environment for employees, customers, and vendors.
• Comply with all company safety policies and procedures.
• Participate in safety meetings and training programs.
• Report unsafe conditions, incidents, and near misses immediately.
• Ensure repair orders and service activities comply with company, OSHA, DOT, and environmental requirements.
• Maintain a clean, organized, and professional work environment.
   

Key Performance Indicators (KPIs)

• Service Sales Revenue
• Service Gross Profit
• Quote-to-Order Conversion Rate
• Technician Productivity
• Technician Efficiency
• Work Order Cycle Time
• WIP Aging
• Open Estimate Aging
• Daily Invoice Completion Rate
• Customer Satisfaction
• Comeback Rate
• Safety Performance
• Parts Availability Rate
• Labor Recovery Rate
   

Qualifications

• High School Diploma or GED required.
• Associate degree or technical education preferred.
• 3+ years of service administration, service writing, dealership, fleet maintenance, truck repair, heavy equipment, or related industry experience preferred.
• Strong customer service and communication skills.
• Proficient computer skills and experience with service management software.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Knowledge of repair order processes, parts management, and shop operations preferred.
• CDL preferred or ability to obtain when required.
• Must be fluent in English (speaking, reading, and writing) with excellent communication and customer service skills.
• Bilingual English/Spanish is strongly preferred.
   

Physical Requirements

• Frequent standing, walking, sitting, and computer use.
• Ability to occasionally lift up to 50 pounds.
• Ability to work in both office and shop environments.

Exposure to noise, dust, varying temperatures, and heavy equipment operations

Company Benefits:

• 2 Medical Plan Options - Base HSA (High Deductible) and Buy-Up

Medical Plans

• Prescription (Rx) Insurance

• Health Savings Account (HSA)

• 2 Dental Plan Options - Base Dental and Buy-Up Dental Plans

• Vision Insurance

• Flexible Spending Accounts (FSA’s)

• Health Care FSA

• Dependent Care FSA

• Company Paid Base Life Insurance

• Company Paid Accident, Death & Dismemberment Insurance

• Company Paid Business Travel Accident Insurance

• Company Paid Disability Insurance

▪ Short-Term Disability (STD) and Base Long-Term Disability (LTD)

Insurance

• Employee Assistance Program (EAP)

• Voluntary Hospital, Accident & Critical Illness (Cancer) Insurance

• 401(K) Retirement Plan with 50% Company Match

• Voluntary Pet Insurance

• Vacation and Personal/Sick Time

• Paid Grandparent Leave

• Paid Bonding Leave

• Adoption Assistance

• Education Assistance (Tuition Reimbursement)

About Wastequip

Wastequip got its start in 1989 with containers and compactors. But, today, we have evolved into so much more than just a manufacturer of high-quality steel containers and compactors. We are the waste industry’s only All-in-One solutions provider – from carts and containers to collect waste to hoists and trash trucks to move the waste to parts, service and technology to keep your operation running smoothly.

While we’re proud to be North America’s leading manufacturer of waste handling equipment, we are equally proud to be a driving force for enhanced sustainability across the waste industry. We are consistently striving to improve our own operations while making it easier for our customers to do the right thing – building a brighter future for all.