Service Writer - Bobcat of York

Crownstone Equipment; York (York County); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401(k) with match

Paid holidays

PTO

EAP

Employee discounts

Merchandise store access

Job summary

Crownstone Equipment is seeking an organized and customer-focused Service Writer to be the communication hub between our customers and service team. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent service from start to finish.

The Service Writer will oversee the coordination of repair orders, service scheduling, and customer updates, ensuring every job flows smoothly from intake to completion.

Qualifications

• 2+ years of experience as a Service Writer, Service Advisor, or similar role in a heavy equipment or construction dealership.
• Proficiency with service management software (e.g. CDK) and Microsoft Office.
• Ability to lift up to 50 lbs regularly and up to 75 lbs occasionally.

Responsibilities

• Answer incoming service calls and visits in a courteous, professional manner.
• Coordinate day-to-day shop and field service work orders per policy to maximize customer satisfaction.
• Gather information to determine service type, parts, and deadlines; estimate time for service.
• Provide quotes to customers with Branch/Service Manager or technicians.
• Assign and schedule work orders with technicians; update customers on progress.

Skills

Customer service

Communication

Documentation

Problem solving

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

CDK

Microsoft Office

Job description

Crownstone Equipment is seeking an organized and customer-focused Service Writer to be the communication hub between our customers and service team. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent service from start to finish. The Service Writer will oversee the coordination of repair orders, service scheduling, and customer updates, ensuring every job flows smoothly from intake to completion. You’ll play a key role in supporting our technicians, maintaining accurate documentation, and helping customers get back to work quickly and confidently. If you’re passionate about customer service, teamwork, and keeping operations running efficiently, this is a great opportunity to be part of a professional and respected dealership.

Company Description

Crownstone Equipment, an affiliate of McGrew Management Company, is a leading dealership proudly representing premium brands such as Bobcat®, Toro®, Echo®, and Stihl®. With multiple locations across Pennsylvania (Reading, Lancaster, York) and Maryland (Frederick, Hagerstown), Crownstone is committed to delivering exceptional equipment, service, and customer support. Our team takes pride in professionalism, collaboration, and care — serving customers like family and building lasting partnerships in the construction and landscaping industries.

What McGrew Management Company Offers You

• A growing company with opportunities for career advancement
• Comprehensive medical benefits for full-time employees
• Dental, vision, life, and disability insurance for full-time employees
• 401(k) retirement plan with company match
• Paid holidays for full-time employees
• Paid time off for full-time and part-time employees
• Employee Assistance Program (EAP)
• Exclusive employee discounts & access to year-round employee merchandise store
• Supportive, team-oriented workplace culture

Role Description

The Service Writer serves as the primary point of contact between customers and the service department, ensuring that equipment repairs and maintenance are scheduled, documented, and completed efficiently. This role requires strong communication skills to explain technical issues to customers, coordinate with technicians, and maintain accurate service records. The ideal candidate is organized, detail-oriented, and comfortable working in a fast-paced heavy equipment service environment.

Essential Duties & Responsibilities

• Receives and handles all incoming service customer calls or visits in a courteous and professional manner.
• Coordinates day-to-day Shop & Field Service work order transactions in compliance with company policies and procedures to ensure maximum customer satisfaction.
• Gather information to determine the type of service needed (i.e., type of repair, parts required and deadline for completion of repair) and estimate the time required for service.
• Works with Branch Manager, Service Manager or assigned technician to provide quotes to customers.
• Ability to assign work orders to the appropriate technician as well as set / manage the service work order schedule with minimal assistance.
• Ensures timely and accurate work order processing, employee time posting, parts orders, quotes, and customer follow-up where necessary.
• Communicate with customers on the status of jobs, including when work is completed.
• Reviews completed work orders for accuracy and closes to invoice in a timely manner.
• Must have a working knowledge of Windows computers and programs as well as have the ability to quickly learn and employ company specific systems and applications.
• Ability to cross train to support Branch Parts Counter and Rental duties as needed.
• All other duties as required.

Educational & Experience Requirements

• 2+ years of experience as a Service Writer, Service Advisor, or similar role in a heavy equipment or construction dealership.
• Strong customer service and communication skills.
• Proficiency with service management software (e.g. CDK) and Microsoft Office.
• Ability to safely lift up to 50 lbs regularly and up to 75 lbs occasionally.
• High school diploma or equivalent; Associate’s degree preferred.

Preferred Qualifications

• OEM product training or certifications (e.g., Bobcat University, Doosan Training).
• Familiarity with warranty claims, repair estimates, and work order tracking.
• OSHA or other workplace safety certifications.

Essential Physical Requirements

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit, use hands to finger, handle or feel and reach with hands and arms. The employee must occasionally lift and/or move up to twenty-five (25) pounds and may infrequently lift and/or move up to fifty (50) pounds. Specific vision abilities required of this job include close vision, distance vision, color vision and peripheral vision.

Note: This position is considered safety sensitive.

Equal Employment Opportunity

McGrew Management Company and its affiliates provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.