Service Writer in Schenectady, New York at THOMPSON & JOHNSON EQUIPMENT CO INC

Service Writer for Material Handling Equipment

Thompson & Johnson Equipment | Schenectady, NY

Full Time | Monday–Friday, 8:00 a.m.–4:30 p.m. | $25.00–$28.00 per Hour | Onsite

Join a Company Where Your Work Makes a Difference

Since 1954, Thompson & Johnson Equipment has built its reputation by investing in our employees, supporting our customers, and Delivering Our Promise every day.

As a family-owned company, we believe our employees are our greatest asset. We are committed to providing a workplace where people are respected, supported, encouraged to grow, and given opportunities to build rewarding careers.

We're looking for a Service Writer for our Schenectady branch who enjoys working with customers, solving problems, and helping turn equipment repair recommendations into solutions.

Position Overview

As a Service Writer, you'll serve as an important link between our customers and our Service Department.

You'll review repair recommendations from technicians and other sources, research parts and service requirements, prepare accurate proposals, communicate those recommendations to customers, and follow up to help move approved repairs forward.

This isn't simply a paperwork position. You'll talk directly with customers about recommended repairs, answer questions, follow up on outstanding quotes, and ask customers for approval to move forward. Once work is approved, you'll coordinate with Parts, Service, and Dispatch to help make sure the repair gets scheduled and completed.

You'll also have opportunities to identify additional service solutions that can help our customers keep their equipment operating safely and productively.

This is a fully onsite position at our Schenectady branch, Monday through Friday from 8:00 a.m. to 4:30 p.m. Consistent attendance and punctuality are essential because our customers and Service Department rely on dependable daily coverage.

What You'll Do

• Review technician recommendations, preventive maintenance work orders, service calls, CSS requests, and customer requests for potential service work.
• Research parts, labor, equipment history, and warranty information needed to prepare accurate service proposals.
• Prepare and prioritize OEM and non OEM repair quotes.
• Work with Parts and Service to obtain the information needed to complete proposals accurately and efficiently.
• Communicate repair recommendations and proposals to customers.
• Follow up on outstanding proposals and help customers understand recommended repairs and next steps.
• Ask for customer approval and secure purchase orders for authorized work.
• Track quotes and maintain accurate information regarding proposal status and follow up.
• Coordinate approved repairs with Parts, Service, and Dispatch so work can move toward scheduling.
• Identify appropriate additional parts, service, rental, or equipment opportunities based on customer needs.
• Coordinate rental replacement equipment when needed during repairs.
• Assist customers by phone and open service work orders when needed.
• Support billing, dispatching, and other Service Department activities as needed.

The position requires timely processing and follow through. Our current Service Writer process targets OEM quotes within 24 hours, non OEM quotes within 72 hours, and follow up within 48 hours after a proposal is delivered.

What You'll Bring

• High school diploma or equivalent.
• One to three years of customer service, service, parts, or related experience preferred.
• Mechanical aptitude and an interest in learning about material handling equipment and repair processes.
• Strong verbal and written communication skills.
• Confidence speaking with customers about repairs, pricing, and recommended work.
• Strong organization and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Good problem solving and decision-making skills.
• Basic math and spreadsheet skills.
• Strong computer skills, including proficiency with Microsoft Office, particularly Outlook, Word, and Excel, and the ability to learn Company service and customer systems.
• A strong record of reliability, punctuality, and consistent attendance. Dependable daily coverage is essential to supporting our customers and keeping service work moving.
• A willingness to learn and work collaboratively with employees throughout Parts, Service, Sales, and Operations.

Schedule & Pay

This is a full time, onsite position at our Schenectady branch.

Schedule: Monday through Friday, 8:00 a.m.–4:30 p.m.
Pay: $25.00–$28.00 per hour, depending on experience
Remote Work: This position is not eligible for remote work.

Why You'll Be Successful at Thompson & Johnson

At Thompson & Johnson, we're looking for more than experience. We're looking for people who share our commitment to outstanding customer service and supporting one another.

Successful employees demonstrate reliability, consistent attendance, punctuality, accountability, and professionalism. They communicate respectfully, build strong relationships, take ownership and follow through on commitments, look for solutions, continue learning, and understand that every interaction is an opportunity to Deliver Our Promise.

Full Time Benefits

We believe in investing in our employees by offering a competitive compensation and benefits package, including:

• Low cost medical, dental, and vision insurance.
• 401(k) retirement plan with a 50% Company match on the first 5% contributed.
• Paid vacation and sick time.
• Paid Company holidays.
• Company paid life insurance.
• Disability insurance.
• Company clothing allowance.
• Wellness reimbursement program.
• Employee referral program.
• Opportunities for training, professional development, and career advancement.
• Company events and celebrations, including our annual employee celebration, which alternates between the Clambake and Dinner Dance Gala.
• A supportive, family-oriented work environment where employees are valued and respected.

Build Your Career with Thompson & Johnson

At Thompson & Johnson, every employee plays an important role in our success. If you're someone who enjoys helping customers, likes figuring out solutions, and takes pride in following something through from start to finish, this could be a great opportunity to grow with us.

We'd love the opportunity to meet you and show you what makes Thompson & Johnson a great place to build your career.

Equal Employment Opportunity

Thompson & Johnson Equipment Co., Inc. is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all employees are treated with dignity and respect and where employment decisions are based on qualifications, merit, and business needs.