Service Writer / Advisor

Waterblast; Calgary; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Benefits fully paid by company (health

Dental coverage

Life and Disability

Travel coverage

Vacation and personal days

Employer matching retirement savings

Job summary

Joe Johnson Equipment (JJE) is seeking a hands-on Service Writer to be the primary liaison between customers and the service department, documenting needs, creating work orders, and coordinating repairs to keep equipment moving efficiently.

This role requires collaboration with technicians, parts, rentals, sales, and external customers, strong organizational skills, and a customer-focused approach to minimize downtime and maximize satisfaction.

Qualifications

• 3+ years in a Service Writer or similar administrative/customer service role.
• Experience with quotes and work order preparation and management.
• Mechanical aptitude or exposure to heavy equipment is a plus.
• Ability to interpret technical information.
• Strong customer service and relationship-building skills.

Responsibilities

• Serve as main point of contact for customers via in person, phone, and email.
• 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 with accuracy.
• Process work orders timely and accurately for billable items.
• Verify warranty eligibility and proper documentation.
• Assist scheduling service appointments and manage shop capacity.
• Provide status updates to customers and communicate delays.
• Coordinate sublet work and order purchases as required.
• Monitor accounts-payable requests for PO approvals or corrections.
• Prepare and submit payroll reports bi-weekly.
• Communicate with accounting to ensure repairs are authorized.
• Maintain MTO files and compliance.
• Monitor maintenance for rental equipment.
• Complete additional tasks as assigned.

Skills

Service Writer experience

Quote preparation

Work order management

Mechanical aptitude

Interpret technical information

Customer service

Organization

Attention to detail

Communication

Dealership software

Education

High school diploma; post-secondary in business, automotive/heavy equipment preferred

Job description

We are seeking a hands-on, 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 the 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 both 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 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
• 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 escape customer concerns and maintain positive customer relations and reduce comeback rates
• Completed additional tasks as 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

Location - Calgary, Alberta
Status - 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
• Computer proficiency 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 driver’s license with a clean driver’s record
• 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.