Service Writer

TransX Ltd; Edmonton; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

RRSP company match programs

Training and tuition reimbursement

Employee assistance program

Encouraged work life balance

Job summary

TransX Ltd. is a leading Canadian transportation and logistics provider with 11 terminals across North America. The Service Writer acts as a liaison between Maintenance and customers, initiating repairs, verifying warranties, and developing estimates.

This full-time role, Monday–Friday, 06:30–14:30, manages work orders, updates customers on status, and supports shop management to balance in-house and external work while ensuring timely repairs and service excellence.

Qualifications

• High school diploma or GED equivalent.
• 1 to 3 years of customer service or industry experience.
• Valid driver’s license and clean driving record.

Responsibilities

• Plan shift plans and ensure workload is pre-staged so technicians report on time.
• Coordinate with the shunter to pre-stage incoming work and minimize wait times.
• Open and manage work orders with proper coding and parts lists.
• Update customer on repair status and warranty/contract coverage.
• Maintain customer rapport and records; ensure timely RO closures and accuracy.

Skills

Customer Service

Communication

Multitasking

Education

High school diploma or GED

Valid driver’s license

Job description

Operating for over 50 years; the TransX Ltd. is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customer’s business needs.

SUMMARY – Service Writer

Full-Time

Shift:Monday to Friday; 06:30 to 14:30

Reporting to the Shop Supervisor, the Service Writer's role is to act as a liaison between Maintenance and all TransX customers including the Procurement divisions within TransX. In collaboration with Shop Management and Operations, the Service Writer will initiate services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records.

KEY ACTIVITIES

Planning & Daily Operations

• Prepare shift plans and ensures the workload is pre-staged, so there is no delay when the technicians report for work
• Coordinate with the Shunter to pre-stage incoming work, so that technician wait times are minimal, planning is the key here
• Ensure that cross shift communication is clear using email, general notes and verbal communications
• Communicate regularly with all TransX customers if repairs are on time and as planned (ECD)
• Notify the shop management/customers of any additional custom requests that are outside the scope of the plan and work with the shop management/customers to re-prioritize the plan or reschedule the request to balance between the in-house versus farmed out works
• Ensure that the wash-bay work is planned such that the daily quotas will be met or exceeded also to assist the shop management in developing retail business
• Ensure that driver or customer check-in sheets are properly filled out to minimize any lag time while waiting on clarity of the issues noted
• Ensure that a back-up plan has been identified in the event of pre-planned work failure to make sure that the workflow is not impacted

Work Order Management

• Open required work orders ensuring proper coding and addressing pending repair works (RO’s)
• Entering the details of repair jobs on the company's network and preparing repair instructions and lists of needed replacement parts to the Service Technicians
• Ensure that all RO’s are created correctly as per company requirements, recording accurate unit mileage or hours
• Ensure that all complaints of the customers are reflected clearly on the work order for technicians to diagnose and report accurately
• Update TMT RO status in real time and notify the customers
• Prep all RO’s in completed status for closing – checking labor lines (SRT), parts lines (shrinkage and gains) and any comments so that RO can be closed in a timely manner
• Elevate all RO’s over the Service Writer’s close threshold to the Shop Supervisor/Operations Manager for closing authorization
• Checking warranties
• Collecting and analyzing customer feedback

Customer Service

• Work on the successful delivery of customer service excellence to all TransX customers
• Answering questions about a company's products or services
• Developing strong customer relationships through the successful management of products and service delivery
• Responsible for the efficient service delivery as per the requirements driven by the shop management also to develop new avenues of retail shop business
• Maintain clear lines of communication with all customers on all repair status updates using available platforms – phone, satellite message, email, etc.
• Assist in handling customer or Owner Operator complaints and concerns documenting outcomes or additional action items
• Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments
• Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians
• Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business
• Resolving issues and troubleshooting technical problems

SKILLS & KNOWLEDGE

Education & Experience

• High school diploma or GED equivalent.1 to 3 years of customer service or industry experience.
• Valid driver's license and clean driving record.

Core Skills

• Familiarity with basic vehicle parts and repair procedures.
• Multitasking to manage phone calls, walk-ins, and shop workflow simultaneously.
• Verbal communication to translate complex mechanic jargon into plain terms for clients.
• Active listening to accurately document vehicle symptoms from drivers.

BENEFITS & PERKS

WHY JOIN TRANSX?

• Large, Canadian owned company
• Operating for over 50 years
• Leading transportation and logistics services
• 11 Terminals across North America
• Competitive compensation
• Partnered training programs and learning supports

BENEFITS

• RRSP company match programs
• Training and tuition reimbursement

RECOGNITION PROGRAMS

• Annual employee recognition & appreciation events
• Years of service awards
• Employee spotlights in our TransX Newsletter
• Safety recognition
• Annual performance incentives

OTHER PERKS

• Employee and family assistance program
• Encouraged work life balance
• Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
• Professional & personal growth

TransX Ltd. is committed to building a culture of diversity, equity and inclusion also welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.
If you require accommodation for the recruitment process, please let us know at the point of application.

We thank all candidates for their interest; however, only candidates selected for an interview will be contacted.

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