Heavy-Duty Service Advisor & Customer Care Lead

Firematic; Flemington (FL); On-site; USD 25,000 - 41,000; Full time

Job summary

Firematic is seeking an experienced Service Writer to bridge customers and the service department for refuse trucks and heavy-duty equipment. You will ensure repairs and maintenance are documented accurately, communicated clearly, and completed on time.

You will greet customers, open work orders, coordinate with technicians, provide estimates, manage schedules, and maintain records. A focus on customer service and profitability is essential, with opportunities for ongoing training and growth

Qualifications

• Experience as a Service Writer/Advisor in heavy-duty trucks or automotive repair.
• Strong organizational and communication skills.
• Ability to maintain accuracy in a fast-paced environment.
• Professional phone and in-person demeanor.

Responsibilities

• Greet and assist customers in person and over the phone regarding service needs.
• Write and open work orders, accurately documenting customer concerns, equipment information, and repair requests.
• Communicate clearly with technicians to ensure proper diagnosis and repair.
• Review completed jobs for accuracy in labor, parts, and warranty claims before closing work orders.
• Provide estimates and obtain customer approvals prior to work being completed.
• Coordinate scheduling, dispatch, and follow-up for service work.
• Maintain service records, customer files, and warranty documentation.
• Track repair progress and keep customers updated on job status.
• Assist in upselling additional services or preventive maintenance where appropriate.

Skills

Service Writer

Service Advisor

Heavy-Duty Trucks

Communication

Organizational Skills

Tools

Acumatica

Job description

Firematic is seeking an experienced Service Writer to bridge customers and the service department for refuse trucks and heavy-duty equipment. You will ensure repairs and maintenance are documented accurately, communicated clearly, and completed on time.

You will greet customers, open work orders, coordinate with technicians, provide estimates, manage schedules, and maintain records. A focus on customer service and profitability is essential, with opportunities for ongoing training and growth