Service Writer

Federal Signal Corporation; Nisku; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Group benefits paid by company

Quarterly bonus opportunity

Annual performance review with raises

Vacation and paid personal days

Employer matching retirement plan

Job summary

Joe Johnson Equipment (JJE) in Nisku, Alberta, is seeking a Service Writer who serves as the primary liaison between customers and the service department. You will identify customer needs, craft detailed work orders, coordinate repairs and ensure high customer satisfaction throughout the service process.

You will collaborate with technicians, parts, rentals and sales teams to move repairs efficiently and profitably, documenting concerns, scheduling service appointments and monitoring warranty

Qualifications

• 3+ years’ experience in a Service Writer or related role.
• Experience with quote and work order preparation and management.
• Mechanical aptitude or exposure to a heavy equipment environment is an asset.
• Strong customer service and relationship-building skills.
• Organizational and multi-tasking ability in a fast-paced environment.

Responsibilities

• Serve as the main point of contact for customers in person, by phone, and by email.
• Document customer concerns, symptoms and service requests.
• Collaborate with technicians to prepare repair quotations and timelines and obtain approvals.
• Open, update, edit and close work orders accurately.
• Process work orders accurately to support customer satisfaction.
• Verify warranty eligibility and proper documentation using available software.
• Assist scheduling service appointments and manage shop capacity.
• Coordinate sublet work for equipment in the shop.
• Monitor accounts-payable requests for PO approvals or corrections.

Skills

Customer service

Organization

Communication

Documentation

Multi-tasking

Software proficiency

Education

High school diploma

Post-secondary in business/automotive/heavy equipment

Tools

Dealership/service management software

Microsoft Office

Job description

About The Role

We are seeking a customer focused, organized and engaged Service Writer. This individual 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.

Nisku, Alberta

About The Role

We are seeking a customer focused, organized and engaged Service Writer. This individual 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 prepare repair quotations and timelines, and obtain required customer, sales, and rental department approvals in accordance with internal authorization procedures
• Open, update, edit and close work orders accurately to ensure correct billable items
• Process work orders accurately and in a timely manner to support customer satisfaction
• Verify warranty eligibility and proper documentation using various software resources, in alignment with internal processes to maximize warranty claim accuracy
• Assist scheduling service appointments and manage shop capacity
• Facilitate daily shop walkthroughs to capture information on the repair status, parts statuses or 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
• Participate in regular work order review meetings
• 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 elevate customer concerns and maintain positive customer relations and reduce comeback rates
• Perform other duties as reasonably assigned.

Total Rewards

• Competitive salary range – based on experience
• Quarterly Bonus Opportunity
• 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

Position Details

• Location - Nisku, Alberta
• Status - Permanent
• Position Type – Salaried position. Overtime eligibility and compensation will be administered in accordance with applicable employment legislation.
• 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 or service management software, Microsoft Office applications, and related office systems.

Additional Requirements

• High school diploma required; post-secondary education in business, automotive/heavy equipment, or related preferred
• Valid driver’s license with a satisfactory record

Work Environment

• Combination of office and shop environment
• Exposure to noise, dust, and shop activity

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 process in accordance with applicable laws.