Service Writer

Ultipro; London; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Profit sharing

Health benefits

Paid vacation

Retirement plan

Full-time employment

Job summary

Joe Johnson Equipment in Canada is seeking a Service Writer to act as the primary liaison between customers and the service department, documenting concerns, creating work orders, and coordinating timely repairs.

You will collaborate with technicians, parts, rentals, and sales, manage schedules, verify warranties, and ensure accurate billing while delivering strong customer satisfaction in a fast-paced shop environment.

Qualifications

• 3+ years’ experience in a Service Writer role or related administrative/customer service position.
• Experience with quote and work order preparation and management.
• Mechanical aptitude or exposure to heavy equipment environment is a plus.
• Ability to interpret technical information.

Responsibilities

• Serve as the main point of contact for customers and greet them in person, by phone, and by email in a professional manner.
• Clearly document customer concerns, symptoms and service requests.
• Collaborate with technicians to create quotes and timelines and obtain approvals.
• Open, update, edit and close work orders accurately for correct billable items.
• Process work orders timely and accurately to ensure accuracy and customer satisfaction.
• Verify warranty eligibility and proper documentation to maximize warranty claim accuracy.
• Assist with scheduling service appointments and managing shop capacity.
• Submit case requests and collaborate with factory representatives to expedite repairs.

Skills

Service Writer experience

Customer service

Communication skills

Education

High school diploma

Job description

About the Role

The Service Writer is the primary liaison between customers and the service department. They are responsible for accurately identifying customers’ needs, creating detailed work orders, coordinating repairs and ensuring a high level of customer satisfaction throughout the service process. Interactions with company stakeholders will include technicians, parts department, rentals department, sales department, and external customers. Through customer service, technical understanding, and workflow coordination, they will keep equipment repairs moving efficiently and profitably.

What You’ll Do

• Serve as the main point of contact for customers and greet them in person, by phone, and by email in a professional and timely manner
• Clearly document customer concerns, symptoms and service requests
• Collaborate with technicians to create quotes and timelines and obtain customer (external, sales and rentals) approvals for work in alignment with internal authorization procedures
• Open, update, edit and close work orders accurately to ensure correct billable items
• Process work orders timely and accurately to ensure accuracy and customer satisfaction
• Verify warranty eligibility and proper documentation using various software resources, in alignment with internal processes to maximize warranty claim accuracy
• Assist with scheduling service appointments and managing shop capacity
• Facilitate daily shop walkthroughs to capture information on the repair status, parts availability, and other delays that need to be communicated to the customer
• Submit case requests and collaborate with factory representatives to expedite repairs and ensure customer downtime is minimized
• Coordinate sublet work for equipment in the shop
• Issue purchase orders for shop items, office items, or facility items as required
• Monitor accounts-payable requests for purchase order approvals or corrections
• Prepare and submit bi-weekly payroll reports
• Communicate with the accounting department to ensure repairs are authorized based on the customer account status
• Maintain MTO files and ensure all documentation is in compliance
• Monitor maintenance requirements for rental equipment
• Resolve and/or escalat customer concerns, maintain positive customer relations and minimize returning repairs
• Complete additional tasks as assigned

Total Rewards

• Competitive annual salary of $55,000 -$65,000. Exact wage will be based on experience, education, and qualifications.
• Participation in the Company’s quarterly profit-sharing program, subject to plan terms and eligibility requirements
• Annual Performance Review with Increase Opportunity
• Group Benefits that are 100% paid for by the Company – inclusive of Health, Dental, Life, Disability and Travel coverage
• Vacation & Paid Personal days
• Employer Matching Retirement Savings Plan
• Status: Full-time, Permanent
• Schedule - Monday-Friday - occasional extended hours may be required based on operational needs.
• Vacancy Type: Existing Vacancy

What You Bring

• 3+ years’ experience in a Service Writer role or related administrative/ customer service position
• Experience with quote and work order preparation and management
• Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset
• Ability to interpret technical information
• Strong customer service and relationship-building skills
• Organizational and multi-tasking ability in a fast-paced environment
• Attention to detail and accuracy in documentation
• Positive and collaborative attitude
• Strong verbal and written communication skills
• Proficiency with dealership/service management systems, and office processes

Additional Requirements

• High school diploma required; post-secondary education in business, automotive/heavy equipment, or related preferred
• Valid Class G driver's license and a driving record satisfactory to the Company, as occasional operation of Company vehicles is required for this position
• Successful completion of any job-related background checks, reference checks, and verification processes required for the position, in accordance with applicable laws.
• Work is performed in a combination of office and shop environment

Who We Are

Joe Johnson Equipment (JJE) is a leading distributor of public works equipment across Canada and the U.S. We support municipalities and contractors with equipment such as vacuum trucks, refuse and recycling vehicles, street sweepers, and sewer inspection systems.

We are a proud subsidiary of Federal Signal Corporation.

Our Core Values

Leadership, Customer Excellence, Integrity, Inspiration, Teamwork, Innovation, and Ambition

Accommodation is available upon request throughout the recruitment and selection process in accordance with applicable human rights and accessibility legislation.