Service Writer - Fleet Maintenance & Customer Service

Tappwfs; Calgary; On-site; CAD 60,000 - 90,000; Full time

Job summary

Tappwfs, Calgary-based, is seeking a Service Writer for our fleet maintenance shop. You’ll be the link between technicians, the parts team, and customers, building daily and weekly plans and keeping work moving even when priorities shift.

The role emphasizes diagnosing bottlenecks, translating customer concerns into technician instructions, and balancing in-house work with outside vendors. Five-plus years in heavy‑duty truck and trailer maintenance, plus strong organization and MS Office skills,

Qualifications

• Five or more years of hands-on Transport Truck & Trailer mechanical experience.
• Prior experience in a service department or retail shop with direct customer service responsibility.
• General mechanical knowledge of heavy equipment, trucks, reefer units, and trailer systems.
• Comfort working in a team environment under tight deadlines and shifting priorities.
• Strong organizational and multitasking skills; ability to manage competing demands.
• Computer proficiency, including MS Office and proprietary engine/component software.

Responsibilities

• Build and adjust daily, weekly, and monthly work plans so technicians are never waiting on work.
• Coordinate with yard and shunt staff to keep incoming jobs staged and ready.
• Keep customers proactively updated on repair status and timelines.
• Open, code, and manage repair orders through to close, including labor and parts review.
• Review work orders for proper warranty coding and act as the link between shop floor, parts, and warranty teams.
• Field and document customer or owner-operator concerns through to resolution.

Skills

Truck & trailer experience

Customer service

Teamwork under pressure

Organizational skills

MS Office

VMRS familiarity

Tools

MS Office

Proprietary software

Job description

Service Writer - Fleet Maintenance & Customer Service

Be the vital link between technicians and customers in a fast-paced heavy-duty truck and trailer maintenance shop.

Service Writer – Fleet Maintenance & Customer Service

This role may also be known as: Service Advisor, Shop Service Coordinator, Fleet Service Dispatcher

Every fleet maintenance shop runs on communication, and that's exactly where you come in. As Service Writer, you'll be the connective tissue between the technicians turning wrenches, the parts team keeping them supplied, and the customers who need their trucks, trailers, and reefer units back on the road. You'll build the daily and weekly game plan, keep it moving when things change last minute, and make sure nobody — technician or customer — is left wondering what's happening next.

This isn't a phone-answering role. You'll be diagnosing bottlenecks before they happen, translating customer complaints into clear instructions for technicians, and making judgment calls on how to balance in-house work against outside vendors. It's a role built for someone who thrives on organization, likes solving problems in real time, and wants their work to visibly keep a shop running smoothly.

Unlike a lot of service writer postings, this one comes with a defined path forward — this role is explicitly positioned to grow into shop management within the Maintenance & Procurement division. You'll have direct exposure to warranty processes, parts operations, and technician scheduling, giving you a full picture of shop operations rather than a narrow slice of it. It's a role with real autonomy in how you plan and problem-solve the day, backed by a team environment where your organizational skills are the thing that keeps everyone else on track.

What You'll Be Doing

• Building and adjusting daily, weekly, and monthly work plans so technicians are never waiting on work
• Coordinating with yard and shunt staff to keep incoming jobs staged and ready
• Keeping customers proactively updated on repair status and realistic timelines
• Opening, coding, and managing repair orders through to close, including labor and parts review
• Reviewing work orders for proper warranty coding and acting as the link between the shop floor, parts, and warranty teams
• Fielding and documenting customer or owner-operator concerns through to resolution

What We're Looking For

• Five or more years of hands-on Transport Truck & Trailer mechanical experience
• Prior experience in a service department or retail shop environment with direct customer service responsibility
• General mechanical knowledge of heavy equipment, trucks, reefer units, and trailer body/chassis systems, with solid diagnosis and troubleshooting ability
• Comfort working in a team environment under tight deadlines and shifting priorities
• Strong organizational and multitasking skills with the ability to manage competing demands
• Computer proficiency, including MS Office and proprietary engine/component software
• Bonus: parts purchasing or inventory experience, familiarity with VMRS coding architecture

Compensation & Work Model

Compensation is competitive and will be discussed during the screening process. This is an onsite, shop-based role given the day-to-day coordination with technicians and customers on the floor.

Location & Travel

Calgary, AB