Onsite Service Writer: Equipment Solutions Advisor

THOMPSON & JOHNSON EQUIPMENT CO INC; City of Schenectady (NY); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Low cost medical, dental, and vision

401(k) retirement plan

Paid vacation and sick time

Paid Company holidays

Disability insurance

Clothing allowance

Wellness reimbursement

Employee referral program

Training and career development

Company events and celebrations

Job summary

Thompson & Johnson Equipment Co., Inc. in Schenectady, NY is seeking a Service Writer to bridge customers with the Service Department. You will review technician recommendations, prepare accurate proposals, and coordinate with Parts, Service, and Dispatch to schedule repairs.

The role combines customer interaction with detailed quoting, follow-up, and order advancement, requiring reliability, communication, and multitasking in a full-time onsite setting.

Qualifications

• High school diploma or equivalent.
• One to three years of customer service, service, parts, or related experience preferred.
• Mechanical aptitude and an interest in learning about material handling equipment and repair processes.
• Strong verbal and written communication skills.
• Confidence speaking with customers about repairs, pricing, and recommended work.
• Strong organization and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Good problem solving and decision-making skills.
• Basic math and spreadsheet skills.
• Strong computer skills, including proficiency with Microsoft Office, particularly Outlook, Word, and Excel, and the ability to learn Company service and customer systems.
• A strong record of reliability, punctuality, and consistent attendance.
• A willingness to learn and work collaboratively with employees throughout Parts, Service, Sales, and Operations.

Responsibilities

• Review technician recommendations, preventive maintenance work orders, service calls, CSS requests, and customer requests for potential service work.
• Research parts, labor, equipment history, and warranty information needed to prepare accurate service proposals.
• Prepare and prioritize OEM and non OEM repair quotes.
• Work with Parts and Service to obtain the information needed to complete proposals accurately and efficiently.
• Communicate repair recommendations and proposals to customers.
• Follow up on outstanding proposals and help customers understand recommended repairs and next steps.
• Ask for customer approval and secure purchase orders for authorized work.
• Track quotes and maintain accurate information regarding proposal status and follow up.
• Coordinate approved repairs with Parts, Service, and Dispatch so work can move toward scheduling.
• Identify appropriate additional parts, service, rental, or equipment opportunities based on customer needs.
• Coordinate rental replacement equipment when needed during repairs.
• Assist customers by phone and open service work orders when needed.
• Support billing, dispatching, and other Service Department activities as needed.

Skills

Customer service

Communication

Organization

Problem solving

Basic math

Microsoft Office

Excel

Outlook

Word

Education

High school diploma or equivalent

Tools

Microsoft Office

Excel

Outlook

Word

Job description

Thompson & Johnson Equipment Co., Inc. in Schenectady, NY is seeking a Service Writer to bridge customers with the Service Department. You will review technician recommendations, prepare accurate proposals, and coordinate with Parts, Service, and Dispatch to schedule repairs.

The role combines customer interaction with detailed quoting, follow-up, and order advancement, requiring reliability, communication, and multitasking in a full-time onsite setting.