Service Writer / Advisor

Federal Signal; New York (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Paid vacation & personal days

401(k) employer matching

Profit-sharing bonus

Job summary

Joe Johnson Equipment (JJE) in Albany, NY is seeking a Service Writer to act as the primary liaison between customers and the service department. You will translate customer needs into detailed work orders, coordinate with technicians and parts, and manage repairs with a focus on customer satisfaction.

The role requires 3+ years in admin/customer service, experience with quotes and work orders, and proficiency in MS Office and dealership systems.

Qualifications

• 3+ years in administrative/customer service roles.
• Experience preparing quotes and opening/closing work orders.
• Familiar with MS Office and dealership W/O systems.

Responsibilities

• Serve as the primary point of contact for customers, providing professional service in person, by phone, and via email.
• Document customer concerns and service requirements accurately to ensure efficient repair processing.
• Prepare service estimates, coordinate approvals, and communicate repair timelines with customers and internal stakeholders.
• Create, maintain, and close work orders while ensuring accuracy of labor, parts, and billing information.
• Schedule service appointments and assist in managing shop workflow and capacity.
• Monitor repair progress, collaborate with technicians, and provide timely updates on equipment status, parts availability, and repair delays.
• Verify warranty coverage and process warranty documentation in accordance with company and manufacturer requirements.
• Coordinate external vendor services, purchase orders, and other administrative activities supporting shop operations.
• Partner with accounting and internal departments to ensure proper repair authorization, invoicing, and customer account management.
• Build strong customer relationships by resolving concerns, maintaining open communication, and delivering a high level of customer satisfaction.

Skills

Customer service

Administrative support

MS Office

Dealership systems

Communication

Organizational skills

Education

High school diploma or equivalent

Tools

MS Office Suite

Dealership work order system

Job description

Description

Albany, New York

About the Role

The Service Writer serves as the main point of contact between customers and the service department, ensuring customer needs are accurately identified and translated into detailed work orders. They coordinate with technicians, parts, rentals, and sales teams to manage repairs efficiently, maintain strong customer satisfaction, and support profitable service operations through effective communication, technical knowledge, and workflow management.

What You’ll Do

• Serve as the primary point of contact for customers, providing professional service in person, by phone, and via email.
• Document customer concerns and service requirements accurately to ensure efficient repair processing.
• Prepare service estimates, coordinate approvals, and communicate repair timelines with customers and internal stakeholders.
• Create, maintain, and close work orders while ensuring accuracy of labor, parts, and billing information.
• Schedule service appointments and assist in managing shop workflow and capacity.
• Monitor repair progress, collaborate with technicians, and provide timely updates on equipment status, parts availability, and repair delays.
• Verify warranty coverage and process warranty documentation in accordance with company and manufacturer requirements.
• Coordinate external vendor services, purchase orders, and other administrative activities supporting shop operations.
• Partner with accounting and internal departments to ensure proper repair authorization, invoicing, and customer account management.
• Build strong customer relationships by resolving concerns, maintaining open communication, and delivering a high level of customer satisfaction.

Total Rewards

• Anticipated Salary Range: $45,000.00-$60,000.00 – exact wage will be based on experience, education and qualification
• Quarterly profit-sharing bonus opportunity
• Annual performance review with increase opportunity
• Comprehensive health and welfare benefits
• Paid Vacation & Paid Personal days
• 401 (k) Employer matching program

Location: Albany, NY

Status: Permanent

Schedule: Monday-Friday - occasional extended hours may be required based on operational needs.

What You Bring

• 3+ years’ experience in a related administrative/customer service position
• Experience preparing quotes and opening/closing work orders
• Experience with MS Office suite and other dealership/customer work order system
• Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset
• Ability to organize, multitask and plan work efficiently
• Positive and collaborative attitude

Additional Requirements:

• High School Diploma, GED or equivalent
• Valid driver’s license and satisfactory driver’s abstract required for operational responsibilities
• Completion of a job-related background check in accordance with applicable laws

Who We Are

Joe Johnson Equipment (JJE) is a leading distributor of public works equipment across Canada and the U.S. We support municipalities and contractors with equipment such as vacuum trucks, refuse and recycling vehicles, street sweepers, and sewer inspection systems.

We are a proud subsidiary of Federal Signal Corporation.

Our Core Values: Leadership, Customer Excellence, Integrity, Inspiration, Teamwork, Innovation, and Ambition

#USAJJE

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.