Service Writer

Mazzella; Knoxville (TN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Team oriented culture

Work-life balance

Career growth

401(k) match

Comprehensive benefits

Teledoc

Tuition reimbursement

Job summary

Mazzella in Knoxville, TN seeks an experienced Service Writer to bridge customers and technicians, scheduling repairs, creating work orders, and managing maintenance documentation for industrial machinery. You translate issues into repair instructions, estimate costs, and ensure high customer satisfaction.

Responsibilities include quotes, parts processing, and coordinating with technicians, vendors, and customers to ensure timely completion and accurate documentation.

Qualifications

• Minimum 2 years in a sales or service role or equivalent experience.
• Willingness to stay educated in crane industry and increase computer literacy.
• Detail oriented, self-motivated, disciplined, and able to multitask.
• Strong analytical, conceptual, and planning skills.
• Excellent written and verbal communication skills.
• Excellent math skills and PC literacy.
• Valid driver’s license in good standing.
• Bi-lingual English/Spanish a plus.
• Must pass background check, drug screen, and E-verify.

Responsibilities

• Create crane repair quotes using inspection reports and service orders.
• Interact with technicians, supervisors, vendors, and customers to build quotes.
• Process spare parts orders and track parts for inspection repairs.
• Send finished quotes to customers and follow up on active quotes.
• Archive repair quotes and assist with scheduling and logistics.
• Provide field support with parts and component identification.

Skills

Sales experience

Detail oriented

Analytical thinking

Communication skills

Microsoft Office

Bi-lingual English/Spanish

Valid driver’s license

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Brief Description

An industrial Service Writer (or Service Advisor) acts as the essential liaison between customers and technicians, scheduling repairs, creating detailed work orders, and managing maintenance documentation for industrial machinery or equipment. They translate technical issues into repair instructions, generate cost estimates, and ensure high customer satisfaction.

Responsibilities

• Create crane repair quotes using inspection reports, safety documentation, and technician service orders.
• Interact with technicians, Service Supervisor, Service Manager, vendors, and customers to construct accurate repair quotes.
• Process spare parts orders received at the service branch.
• Send finished processed repair quotes to customers.
• Track and receive parts for inspection repair jobs, notifying the service department for scheduling when parts arrive and are verified.
• Follow up on active repair quotes regularly and document progress.
• Archive repair quotes per Service Manager direction.
• Provide support to service technicians in the field regarding parts and component identification.
• Assist with service job quoting and with planning and scheduling work when required.
• Communicate with sub‑contractors, vendors, and customers.
• Review technical documentation for completing quotes.
• Assist branch management with customer issue resolution when required, resolving all issues to satisfaction in the best interest of the customer and the company.
• Maintain the Active Quote Log, updating status of active repair work and spare parts sales.
• Participate in weekly planning and goals meetings.
• Perform other duties as assigned.

Education

• High school diploma or GED required; trade school, military, or crane service training program preferred.

Experience & Skills

• Minimum 2 years in a sales or service role or equivalent military experience, or an equivalent combination of education and experience.
• Willingness to stay educated in the crane industry and increase computer literacy and technological proficiency.
• Detail oriented, self‑motivated, disciplined, and able to multitask.
• Strong analytical, conceptual, and planning skills.
• Excellent written and verbal communication skills.
• Excellent math skills and overall PC literacy (Microsoft Office).
• Valid driver’s license in good standing that meets company requirements.
• Bi‑lingual capabilities (English/Spanish) a plus.
• Must successfully complete a criminal background check, drug screen, and E‑verify.

Benefits

• Team‑oriented environment with collaboration and support.
• Work‑life balance.
• Career growth and development opportunities.
• Competitive salary with company match 401(k).
• Comprehensive benefits: paid time off, health, dental, vision, life, and disability insurance.
• Free virtual doctor visits via Teledoc.
• Tuition reimbursement program.

EOE/Drug Free Workplace