Service Experience Coordinator

Stephenson Equipment, Inc.; Baltimore (MD); On-site; USD 42,000 - 60,000; Full time

Job summary

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

The role coordinates service schedules, maintains work orders, processes technician time, and handles warranty administration to ensure efficient repairs and a superior customer experience. You will collaborate with parts, sales, and service personnel to optimize repair efficiency, track progress, and ensure accuracy in

Qualifications

• Minimum 2 years of customer service, administrative, service coordination, or related experience.
• High School Diploma or GED required.
• Strong computer and data entry skills.

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.
• Monitor and track work-in-progress 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.

Skills

Customer service

Communication

Data entry

Organization

Microsoft Office

Education

High School Diploma or GED

Technical school certificate

Tools

Work orders software

Warranty processing systems

Microsoft Office

Job description

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

The role coordinates service schedules, maintains work orders, processes technician time, and handles warranty administration to ensure efficient repairs and a superior customer experience. You will collaborate with parts, sales, and service personnel to optimize repair efficiency, track progress, and ensure accuracy in