Service Writer at Stephenson Equipment, Inc. – HAGERSTOWN, Maryland

The Service Writer is an integral part of our service department, serving as the central point of contact for our customers, technicians, and managers. This position ensures a smooth repair experience for customers and technicians.

Essential Functions:

• Communicate directly with service manager and technicians on service schedules and job planning.
• Work directly with technicians to create estimates for approval from manager.
• Communicate directly with customers on status of equipment repairs on a daily basis.
• Approve and enter technician timesheets into customer relationship management system, EBS.
• Ensure technician’s timesheets are accurate for work performed.
• Proof read work orders for grammar, spelling, and ensure that parts and labor are listed correctly.
• Create purchase orders and manage work in process, facilitating timely job closing.
• Maintain schedule of repairs, ensuring all parts are ordered.
• Determine warranty coverages and submit warranty claims on manufacturer websites.
• Track warranty reimbursements.

Position Core Competencies:

• Accountability / Responsibility • Quality of Work
• Communication – Oral and Written • Attention to detail
• Customer Service – External and Internal • Job Knowledge
• Time Management • Basic computer skills
• Basic math skills • Technical or mechanical aptitude

Education:

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills:

Basic Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.

Reasoning Skills:

Intermediate Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical and Work Environment:

Office environment with moderate noise; computers, printers, and light traffic. Work requires a majority of the time to be sitting, using hands to finger, handle, or feel. Time may be spent in the repair shop talking to technicians. Minimal lifting, up to 25lbs.