Service Writer

Description

Are you a highly organized, customer-focused professional who enjoys coordinating service operations, communicating with customers, and supporting technicians? SEI is looking for a Service Writer at our Hagerstown, MD branch to serve as the communication hub between our customers, technicians, and service department.

As a key member of our service team, you will help ensure equipment repairs are completed efficiently and accurately by coordinating service schedules, maintaining work orders, processing technician time, communicating repair status updates, and handling warranty administration. This role plays a critical part in delivering an exceptional customer experience while supporting branch service operations.

Who We Are

Stephenson Equipment, Inc. has been an industry leader in Pennsylvania, New York, Maryland, D.C., and Virginia since 1957, providing sales, rentals, parts, and service for construction equipment, cranes, paving, road building, and road maintenance equipment. 

What you will do:

•  Serve as the primary point of contact for customers regarding repair status and service updates.
• Coordinate daily service schedules and job planning with technicians and service management. 
• Create and process repair estimates for customer approval. 
• Open, review, and close work orders accurately and efficiently. 
• Review technician paperwork and labor entries for accuracy and completeness. 
• Enter and approve technician timesheets within company software systems. 
• Create purchase orders and support job costing activities. 
• Manage work-in-process and assist with timely job completion and invoicing. 
• Track repair progress and proactively communicate updates to customers. 
• Verify warranty coverage and submit warranty claims to manufacturers. 
• Monitor and track warranty reimbursements. 
• Maintain accurate service and customer records within company systems. 
• Support the service department in delivering an exceptional customer experience. 
• Collaborate with parts, sales, and service personnel to ensure repair efficiency and customer satisfaction.

Requirements

Education & Experience

Required

• Minimum of 2 years of customer service, administrative, service coordination, office support, or related experience.
• High School Diploma or GED required.
• Strong computer and data entry skills.
• Equivalent combinations of education, training, and experience will be considered.

Preferred

• Experience in construction equipment, heavy equipment, trucking, automotive, service, or related industries.
• Technical school certificate or relevant vocational training.
• Experience with work orders, warranty processing, service scheduling, or technician support.
• Knowledge of equipment manufacturers such as JCB, LeeBoy, etc.
• Experience within the construction equipment industry is strongly preferred.

What We're Looking For: 

• Strong customer service and communication skills. 
• Ability to effectively manage multiple priorities in a fast-paced environment. 
• Excellent organizational skills and attention to detail. 
• Mechanical aptitude and ability to understand service processes. 
• Strong written communication and documentation skills. 
• Proficiency with Microsoft Office and business software systems. 
• Ability to work independently while supporting a collaborative team environment. 
• Construction equipment, truck, automotive, or service industry experience preferred.