Service Coordinator: Equipment Repairs & Customer Hub

Stephenson Equipment Inc; Middle River (MD); On-site; USD 42,000 - 64,000; Full time

Job summary

Stephenson Equipment Inc. is seeking a Service Writer at our Baltimore, MD branch to act as the communication hub between customers, technicians, and the service department.

You will coordinate service schedules, maintain work orders, process estimates, and ensure accurate billing and warranty handling to deliver an excellent customer experience. The role requires strong organizational skills, attention to detail, and proficiency with Microsoft Office.

Qualifications

• Minimum 2 years of customer service, administrative, service coordination, office support, or related experience.
• Strong computer and data entry skills.
• Equivalent combinations of education, training, and experience will be considered.

Responsibilities

• Serve as the primary point of contact for customers regarding repair status and service updates.
• Coordinate daily service schedules and job planning with technicians and service management.
• Create and process repair estimates for customer approval.
• Open, review, and close work orders accurately and efficiently.
• Review technician paperwork and labor entries for accuracy and completeness.
• Enter and approve technician timesheets within company software systems.
• Create purchase orders and support job costing activities.
• Manage work-in-process and assist with timely job completion and invoicing.
• Track repair progress and proactively communicate updates to customers.
• Verify warranty coverage and submit warranty claims to manufacturers.
• Monitor and track warranty reimbursements.
• Maintain accurate service and customer records within company systems.
• Support the service department in delivering an exceptional customer experience.
• Collaborate with parts, sales, and service personnel to ensure repair efficiency and customer satisfaction.

Skills

Customer service

Administrative support

Data entry

MS Office

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Stephenson Equipment Inc. is seeking a Service Writer at our Baltimore, MD branch to act as the communication hub between customers, technicians, and the service department.

You will coordinate service schedules, maintain work orders, process estimates, and ensure accurate billing and warranty handling to deliver an excellent customer experience. The role requires strong organizational skills, attention to detail, and proficiency with Microsoft Office.