Service Writer

Wastebuilt Environmental Solutions, LLC; Fresno (CA); On-site; USD 71,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision plans

401(k) with company match

Paid time off

Job summary

Wastequip is seeking a Service Writer at our Sacramento, CA location to drive service revenue and customer satisfaction. You will manage repair orders, create estimates, coordinate parts, and oversee scheduling to maximize shop throughput.

The role emphasizes strong customer service, communication, and an eye for operational efficiency, with a competitive salary range and comprehensive benefits.

Qualifications

• Excellent customer service and communication abilities.
• Proficient with service management software.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Serve as primary liaison between customers, technicians, parts personnel, vendors and management.
• Prepare repair estimates and service quotes; follow up on estimates and convert to orders.
• Schedule repairs, manage work orders, coordinate parts, and ensure timely invoicing and WIP management.

Skills

Customer service

Communication

Multitasking

Organizational skills

Education

Associate degree or technical education

Tools

Service management software

Job description

Job Description:Job Summary:The Service Writer is responsible for driving service revenue, customer satisfaction, technician productivity, and efficient shop operations. This position serves as the primary liaison between customers, technicians, parts personnel, vendors, and management.The Service Writer is accountable for the complete repair order process, including customer intake, estimate creation, quote follow-up, work order management, parts coordination, scheduling, invoicing, and work-in-process (WIP) management. This role works closely with technicians to ensure productive labor utilization, efficient shop workflow, timely repair completion, and achievement of branch service objectives.This position is located in our Sacramento, CA location.Salary Range: $71,000 - $76,000 (based on experience).Essential Duties and Responsibilities:Customer Service & Business DevelopmentServe as the primary point of contact for service customers.Receive and document repair requests, complaints, and maintenance needs.Create detailed repair estimates and service quotes.Communicate repair recommendations, timelines, and pricing information to customers.Follow up on pending estimates and drive quote-to-order conversion.Develop and maintain strong customer relationships to generate repeat business.Identify additional repair opportunities through inspections and technician recommendations.Coordinate customer approvals and purchase orders before work begins.Support customer account inquiries and billing questions.Repair Order & Workflow ManagementOpen, review, maintain, and close service work orders.Ensure accurate documentation of technician findings, labor operations, and repair notes.Schedule repairs based on technician skill levels, shop capacity, and customer requirements.Assign and route work efficiently to maximize shop throughput.Monitor repair status and communicate progress to customers.Coordinate customer delivery commitments and completion schedules.Ensure work orders are complete, accurate, and invoiced promptly upon completion.Shop Productivity & Technician SupportCoordinate daily shop workload to maximize technician utilization.Monitor technician productivity and efficiency performance.Reduce technician downtime by ensuring work, parts, and approvals are available.Identify workflow bottlenecks and communicate corrective actions.Support achievement of labor sales, gross profit, and operational performance goals.Conduct daily review of shop schedules and work capacity.Parts Planning & ProcurementCoordinate parts requirements for all service work orders.Work closely with the Parts Department to ensure timely parts availability.Procure parts internally or through approved outside vendors when required.Monitor parts orders, backorders, and delivery schedules.Plan parts requirements in advance to support shop efficiency and customer commitments.Ensure all parts are properly allocated to work orders.Coordinate returns, warranty claims, and vendor credits as applicable.Purchasing & Vendor ManagementEstablish and maintain productive relationships with vendors and suppliers.Obtain pricing, availability, and delivery commitments from suppliers.Support purchasing activities for service, shop supplies, consumables, and subcontracted services.Coordinate outside vendor repairs and subcontracted work.Review vendor invoices for accuracy and approval.Support cost control initiatives and purchasing compliance.Inventory ManagementMonitor inventory levels for shop supplies, consumables, and commonly used service items.Assist with inventory cycle counts and inventory accuracy initiatives.Coordinate replenishment of service-related inventory.Maintain proper inventory controls and documentation.Support inventory reduction and obsolescence management efforts.Administrative Controls & Financial ManagementPerform daily work-in-process (WIP) review and management.Monitor open work orders and aging repair orders.Ensure completed work orders are invoiced daily.Support accounts payable documentation and vendor invoice processing.Assist customers with billing inquiries and account resolution.Maintain accurate service records and documentation.Participate in weekly financial close activities.Participate in month-end closing processes and reporting requirements.Ensure labor, parts, and subcontract charges are captured accurately.Support warranty administration and documentation requirements.Transportation & LogisticsPerform CDL-compliant transportation as required.Coordinate customer unit pickup and delivery activities.Support logistics planning for service-related transportation needs.Coordinate movement of equipment between facilities, vendors, and customer locations.Ensure transportation documentation and compliance requirements are met.Safety & CompliancePromote a safe work environment for employees, customers, and vendors.Comply with all company safety policies and procedures.Participate in safety meetings and training programs.Report unsafe conditions, incidents, and near misses immediately.Ensure repair orders and service activities comply with company, OSHA, DOT, and environmental requirements.Maintain a clean, organized, and professional work environment.Key Performance Indicators (KPIs)Service Sales RevenueService Gross ProfitQuote-to-Order Conversion RateTechnician ProductivityTechnician EfficiencyWork Order Cycle TimeWIP AgingOpen Estimate AgingDaily Invoice Completion RateCustomer SatisfactionComeback RateSafety PerformanceParts Availability RateLabor Recovery RateQualificationsHigh School Diploma or GED required.Associate degree or technical education preferred.3+ years of service administration, service writing, dealership, fleet maintenance, truck repair, heavy equipment, or related industry experience preferred.Strong customer service and communication skills.Proficient computer skills and experience with service management software.Ability to prioritize multiple tasks in a fast-paced environment.Strong organizational and problem-solving skills.Knowledge of repair order processes, parts management, and shop operations preferred.CDL preferred or ability to obtain when required.Must be fluent in English (speaking, reading, and writing) with excellent communication and customer service skills.Bilingual English/Spanish is strongly preferred.Physical RequirementsFrequent standing, walking, sitting, and computer use.Ability to occasionally lift up to 50 pounds.Ability to work in both office and shop environments.Exposure to noise, dust, varying temperatures, and heavy equipment operationsCompany Benefits:2 Medical Plan Options - Base HSA (High Deductible) and Buy-UpMedical PlansPrescription (Rx) InsuranceHealth Savings Account (HSA)2 Dental Plan Options - Base Dental and Buy-Up Dental PlansVision InsuranceFlexible Spending Accounts (FSA’s)Health Care FSADependent Care FSACompany Paid Base Life InsuranceCompany Paid Accident, Death & Dismemberment InsuranceCompany Paid Business Travel Accident InsuranceCompany Paid Disability InsuranceShort-Term Disability (STD) and Base Long-Term Disability (LTD)InsuranceEmployee Assistance Program (EAP)Voluntary Hospital, Accident & Critical Illness (Cancer) Insurance401(K) Retirement Plan with 50% Company MatchVoluntary Pet InsuranceVacation and Personal/Sick TimePaid Grandparent LeavePaid Bonding LeaveAdoption AssistanceEducation Assistance (Tuition Reimbursement)About WastequipWastequip got its start in 1989 with containers and compactors. But, today, we have evolved into so much more than just a manufacturer of high-quality steel containers and compactors. We are the waste industry’s only All-in-One solutions provider – from carts and containers to collect waste to hoists and trash trucks to move the waste to parts, service and technology to keep your operation running smoothly.While we’re proud to be North America’s leading manufacturer of waste handling equipment, we are equally proud to be a driving force for enhanced sustainability across the waste industry. We are consistently striving to improve our own operations while making it easier for our customers to do the right thing – building a brighter future for all.