What are the responsibilities and job description for the Service Writer position at Iron Horse Equipment?
Position Overview
The Service Writer serves as the primary point of contact between customers and the service department. This role is responsible for delivering an excellent customer experience while ensuring the service team operates efficiently. The Service Writer will schedule service work, triage incoming equipment, prepare accurate repair quotes, and provide timely communication to customers.
Key Responsibilities
- Customer Service & Communication
- Greet and assist customers in person and over the phone.
- Document customer concerns, equipment issues, and service requests clearly and accurately.
- Provide timely updates on repair status and costs.
- Schedule service work with technicians based on workload and priority.
- Assign and track work orders to ensure efficient use of technician time.
- Help manage shop flow to reduce downtime and increase productivity.
- Triage equipment to determine service needs.
- Look up required parts and labor to prepare accurate quotes for customers.
- Obtain customer approval before repairs begin and update quotes if scope changes.
- Document repair notes, parts used, and labor performed for accurate invoicing.
- Research and order parts required for repairs.
- Work with the parts department to manage backorders or alternative solutions.
- Support technicians by providing information, diagrams, and part lookups as needed.
Qualifications
- Previous experience in a service writer, service advisor, or customer service role (preferred).
- Basic mechanical knowledge of outdoor power equipment, tractors, or similar machinery.
- Strong organizational skills with the ability to prioritize multiple tasks.
- Excellent communication and interpersonal skills.
- Computer proficiency with service management or DMS software (training provided if needed).
Work Environment & Schedule
- Full-time position; Monday- Friday and half day Saturday rotation as required.
- Fast-paced, customer-focused environment.
- Works closely with Service Manager, Technicians, and Parts Department.
Compensation & Benefits
- Competitive hourly rate or salary based on experience.
- Opportunities for performance-based bonuses.
- Health insurance, 401K, PTO, and other company benefits available.
- Career growth opportunities within a growing equipment dealership.
Job Type: Full-time
Pay: From $52,000.00 per year
Benefits:
- 401(k) matching
- Health insurance
- Life insurance
- Paid time off
Work Location: In person
Salary : $52,000