What are the responsibilities and job description for the Service Advisor / Service Writer position at GL Power Inc.?
GL Power Inc. is seeking a highly organized and customer-focused Service Advisor / Service Writer.
This position plays a critical role in managing repair projects, preparing estimates, writing reports, coordinating with technicians, ordering parts, and ensuring exceptional customer communication throughout the service process.
The ideal candidate has strong mechanical aptitude, excellent communication skills (verbal and written), and the ability to manage multiple projects simultaneously in a fast-paced industrial environment.
Key Responsibilities
- Receive and process customer service requests.
- Create and maintain repair work orders from initial intake through final invoicing.
- Create detailed inspection/analysis reports with write up and photos.
- Communicate with customers regarding repair status, estimates, timelines, and recommendations.
- Inspect incoming equipment and gather information necessary for technician evaluation.
- Prepare service quotations and repair estimates.
- Coordinate scheduling and workflow between customers, technicians, and management.
- Identify, source, and order replacement parts as required.
- Monitor job progress to ensure repairs are completed on schedule.
- Maintain accurate service records, customer files, and documentation.
- Review technician labor entries and ensure work orders are completed accurately.
- Assist with warranty claims and vendor communications when applicable.
- Follow up with customers after service completion to ensure satisfaction.
- Support sales opportunities by identifying customer equipment needs and recommending appropriate solutions.
Preferred Experience
- 3 years of experience in a service advisor, service writer, customer service, equipment service, or related role.
- Experience with industrial equipment, power transmission products, hydraulic systems, drivetrain components, construction equipment, agricultural equipment, trucking, marine, or heavy equipment is highly preferred.
- Strong understanding of mechanical systems and repair processes.
- Experience preparing estimates and managing service work orders.
- Familiarity with inventory, parts sourcing, and purchasing processes.
- Proficiency with Microsoft Office and ERP/service management software.
Qualifications
- Excellent verbal and written communication skills.
- Strong organizational and time-management abilities.
- Ability to prioritize multiple projects and deadlines.
- Detail-oriented with a commitment to accuracy.
- Professional customer service attitude.
- Ability to work independently and as part of a team.
- Valid driver's license.
Compensation & Benefits
- Competitive salary based on experience.
- Health insurance.
- Paid vacation and holidays.
- Retirement plan opportunities.
- Professional development and training.
About GL Power Inc.
GL Power Inc. is a leading distributor and service provider of drivetrain, power transmission, hydraulic, and industrial equipment solutions. We are committed to delivering exceptional technical expertise, responsive service, and long-term value to our customers throughout the off-highway, industrial, marine, and commercial equipment markets.
Success Metrics
A successful Service Advisor at GL Power Inc. will:
- Maintain high customer satisfaction scores.
- Produce accurate and timely estimates.
- Keep service jobs moving efficiently through the shop.
- Maximize technician productivity and billable hours.
- Develop strong customer/vendor relationships that generate repeat business.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person