Service Writer

Firematic; United States; On-site; USD 28,000 - 44,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Ongoing training and growth

Job summary

Firematic seeks an experienced Service Writer to bridge customers with our service department for heavy-duty trucks and equipment. You’ll document repairs, coordinate with technicians, and ensure timely, accurate work orders from start to finish.

You’ll generate estimates, secure customer approvals, and track progress while maintaining thorough service records and warranty documentation. A customer-first mindset and organized communication are essential.

Qualifications

• Experience as a Service Writer/Advisor in heavy-duty trucks or automotive repair.
• Strong organizational and communication abilities.
• Ability to work accurately in a fast-paced setting.
• Experience with service/order management software (Acumatica or similar).

Responsibilities

• Greet and assist customers in person and over the phone regarding service needs.
• Write and open work orders, documenting customer concerns, equipment, and repair requests.
• Communicate with technicians to ensure proper diagnosis and repair.
• Review completed jobs for accuracy in labor, parts, and warranty claims.
• Provide estimates and obtain customer approvals before work.
• Coordinate scheduling, dispatch, and follow-up for service work.
• Maintain service records, customer files, and warranty documentation.
• Track repair progress and update customers on status.
• Assist in upselling additional services or preventive maintenance.

Skills

Organizational skills

Communication skills

Fast-paced environment

Customer service mindset

ERP software (Acumatica)

Tools

Acumatica

Job description

About the Role

We are seeking an experienced and organized Service Writer to join our team The Service Writer acts as the bridge between our customers and the service department, ensuring repairs and maintenance for refuse trucks and heavy-duty equipment are documented accurately, communicated clearly, and completed on time. This role is vital for delivering excellent customer service while keeping shop operations efficient and profitable.

Key Responsibilities

• Greet and assist customers in person and over the phone regarding service needs.
• Write and open work orders, accurately documenting customer concerns, equipment information, and repair requests.
• Communicate clearly with technicians to ensure proper diagnosis and repair.
• Review completed jobs for accuracy in labor, parts, and warranty claims before closing work orders.
• Provide estimates and obtain customer approvals prior to work being completed.
• Coordinate scheduling, dispatch, and follow-up for service work.
• Maintain service records, customer files, and warranty documentation.
• Track repair progress and keep customers updated on job status.
• Assist in upselling additional services or preventive maintenance where appropriate.

Requirements

• Prior experience as a Service Writer, Service Advisor, or related role in heavy-duty trucks, equipment, or automotive repair.
• Strong organizational and communication skills.
• Ability to work in a fast-paced environment while maintaining accuracy.
• Proficiency with service/order management software (knowledge of Acumatica or similar systems a plus).
• Customer-first mindset with professional phone and in-person demeanor.

Compensation & Benefits

• Competitive pay (hourly, commensurate with experience).
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Ongoing training and growth opportunities within Firematic.