Service Writer

Sansom Equipment Limited; Fredericton; On-site; CAD 40,000 - 65,000; Full time

Job summary

Sansom Equipment Limited is seeking a dedicated Service Writer to join our Fredericton team. In this full-time role, you will coordinate service requests, communicate with clients, and support dispatch and parts processes to ensure timely and quality service.

You will work closely with technicians, sales, and other departments to streamline operations, maintain accurate records, and contribute to excellent customer experiences.

Qualifications

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Previous experience in customer service, dispatching, or related field preferred.
• Strong communication and interpersonal skills.
• Excellent organizational and time management abilities.
• Proficiency in Microsoft Office suite and scheduling software.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Attention to detail and problem-solving skills.

Responsibilities

• Service Scheduling: Coordinate service requests from clients and schedule appointments for technicians based on availability and urgency.
• Client Communication: Serve as the primary point of contact for clients regarding service inquiries, updates, and resolutions. Maintain clear and effective communication to ensure customer satisfaction.
• Dispatch Support: Assist in dispatching technicians to service locations, providing necessary information and resources for efficient job completion.
• Parts Procurement: Coordinate with parts department to ensure availability of required parts for service appointments. Manage inventory levels and order supplies as needed.
• Documentation: Maintain accurate records of service requests, appointments, and job details. Generate reports as necessary to track service performance and identify areas for improvement.
• Quality Assurance: Conduct follow-up calls or surveys with clients to gather feedback on service quality and identify areas for improvement.
• Team Collaboration: Collaborate with service technicians, sales representatives, and other departments to streamline processes and enhance overall service delivery.
• Administrative Support: Assist in administrative tasks such as billing, invoicing, and data entry to support efficient operations.

Skills

Customer service

Communication

Time management

Attention to detail

Problem solving

Team collaboration

Organizational skills

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

Microsoft Office

Scheduling software

Job description

Company Overview:

Sansom Equipment is a leading provider of industrial machinery and equipment, specializing in high-quality products and exceptional customer service. We are committed to delivering innovative solutions to meet our clients' needs across various industries.

Position:

Service Writer

Job Type:

Full-time

Pay:

Competitive salary based on experience

Benefits:

• Health, dental, and vision insurance
• Retirement savings plan
• Paid time off and holidays
• Opportunities for professional development and advancement
• Employee discounts on products and services

Responsibilities:

• Service Scheduling: Coordinate service requests from clients and schedule appointments for technicians based on availability and urgency.
• Client Communication: Serve as the primary point of contact for clients regarding service inquiries, updates, and resolutions. Maintain clear and effective communication to ensure customer satisfaction.
• Dispatch Support: Assist in dispatching technicians to service locations, providing necessary information and resources for efficient job completion.
• Parts Procurement: Coordinate with parts department to ensure availability of required parts for service appointments. Manage inventory levels and order supplies as needed.
• Documentation: Maintain accurate records of service requests, appointments, and job details. Generate reports as necessary to track service performance and identify areas for improvement.
• Quality Assurance: Conduct follow-up calls or surveys with clients to gather feedback on service quality and identify areas for improvement.
• Team Collaboration: Collaborate with service technicians, sales representatives, and other departments to streamline processes and enhance overall service delivery.
• Administrative Support: Assist in administrative tasks such as billing, invoicing, and data entry to support efficient operations.

Qualifications:

• High school diploma or equivalent; associate's or bachelor's degree preferred
• Previous experience in customer service, dispatching, or related field preferred
• Strong communication and interpersonal skills
• Excellent organizational and time management abilities
• Proficiency in Microsoft Office suite and scheduling software
• Ability to thrive in a fast-paced environment and adapt to changing priorities
• Attention to detail and problem-solving skills