Service Writer at Genset Services Inc – Pompano Beach, Florida

Position Title: Service Writer
Department: Operations
Reports To: Operations Director
Location: Pompano Beach
Employment Type: Full-TimePosition SummaryThe Service Writer serves as the primary liaison between customers, technicians, and the service department. This role ensures accurate job documentation, timely communication, and efficient workflow for generator maintenance, repair, and emergency service. The Service Writer plays a critical role in coordinating service activities, improving customer satisfaction, and supporting operational efficiency.Key ResponsibilitiesCustomer Interaction & SupportGreet customers and respond to service inquiries via phone, email, and in person.Gather detailed information about generator issues, maintenance needs, or service requests.Provide customers with clear explanations of recommended services, timelines, and costs.Maintain a high level of professionalism and customer service.Service CoordinationOpen, update, and close work orders in the service management system.Schedule generator inspections, preventive maintenance, and repair work with technicians.Coordinate warranty-related claims with manufacturers when applicable.Track job progress and communicate updates to customers proactively.Documentation & ReportingAccurately document technician notes, diagnostics, parts used, and labor performed.Create and manage quotes, ensuring pricing accuracy for labor and parts.Process invoices upon job completion and assist customers with billing questions.Maintain organized records for service history, contracts, and equipment details.Parts & Inventory SupportAssist in identifying and ordering required generator parts.Communicate lead times and part availability to technicians and customers.Ensure proper documentation of parts used on each work order.Operations & EfficiencyHelp prioritize daily technician workloads based on urgency, location, and skill level.Support after-hours or emergency service coordination when needed.Identify gaps or delays in the service process and recommend improvements.Skills & QualificationsRequiredExperience in service writing, dispatch, customer service, or administrative support in a technical field.Strong communication skills—written and verbal.Ability to multitask in a fast-paced service environment.High attention to detail and strong organizational ability.Proficiency in service management software or CRM systems.Basic understanding of mechanical or electrical service operations.PreferredPrior experience in the generator industry, electrical services, power systems, or HVAC.Knowledge of generator components, service cycles, and terminology.Familiarity with warranty processes for major generator brands (e.g., Generac, Cummins, Kohler).Physical & Work Environment RequirementsAbility to sit, stand, or move around a service office environment.Occasional need to walk to the shop floor or view equipment outdoors.Comfortable working in a busy environment with frequent customer interaction.