Service Writer

Job Summary: The Outdoor Power Equipment Service Writer serves as the primary point of contact between customers and the service department. This role is responsible for intake of equipment, preparing accurate repair estimates and service orders, coordinating service work, maintaining communication with customers and service department, and ensuring smooth workflow for technicians. The Service Writer helps deliver an exceptional customer experience while supporting efficient shop operations.

Essential Functions/Duties/Responsibilities:

• Greet customers and assess outdoor power equipment service needs
• Write accurate and detailed service repair estimate, including complaint, cause, and fix
• Prepare service order, obtain customer approval, and update work orders as needed
• Prioritize and schedule service jobs based on workload, technician availability, and customer needs.
• Coordinate with technicians to ensure clarity of requested repairs. Input tech notes and parts used.
• Provide timely updates to customers regarding repair progress, delays and completion.
• Explain completed work and answer customer questions upon delivery.
• Coordinate pick up and delivery
• Maintain accurate and organized service records, repair histories, and warranty documentation.
• Process payments and service-related paperwork.
• Initiate, process, track and file warranty claims
• Build and maintain strong relationships with customers, anticipating future needs, and ensuring customers feel valued and supported throughout the service process.
• Help maintain shop cleanliness, safety, and organization.
• Support sales staff by identifying service opportunities and customer needs.
• Assist in sales of parts and services
• Serve as main point of contact between customers and technicians by communicating effectively.
• Maintain clean, safe and organized workspace
• Participate in ongoing training
• Ensure compliance with safety standards and proper handling of tools and equipment.
• Other duties as assigned

Required Knowledge/Skills/Abilities/Competencies:

• Ability to write clear, accurate service documentation
• Ability to use logic and reasoning to identify issues, to suggest alternate solutions
• Experience in customer service, preferably in a service or repair environment.
• Strong communication, organizational, and multitasking skills.
• Basic understanding of outdoor power equipment or willingness to learn.
• Basic level math skills for credit card machines and cash drawers
• Ability to work in a fast‑paced, customer-facing environment.
• Proficiency with computer systems and service management software.
• Ability to read service manuals and parts diagram
• Maintain all necessary certifications
• Basic knowledge of most equipment functions
• Excellent verbal and written communication skills.
• Ability to work in a team environment and maintain a positive attitude
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to prioritize tasks
• Ability to function well in a high-paced and at times stressful environment.
• Basic computer skills. Proficient with Microsoft Office Suite or related software.
• Other duties, as assigned by management.
• Successfully complete pre-employment background check and ongoing motor vehicle record review.

Preferred Skills:

• Previous experience as a Service Writer or in small engine/outdoor power equipment repair.
• Knowledge of brands such as Hustler, Toro, STIHL, Kubota, or similar.
• Familiarity with warranty processes and parts ordering.

Tools, Systems & Equipment Used:

• RIMSS point of sale system
• Microsoft Office
• POS software and cash drawer
• Credit card machine
• Forklift (certification required)

Education and Experience:

• High school diploma or equivalent REQUIRED
• At least two years’ related experience required
• Must be at least 18 years of age

Work Environment:

• Exposure to varying weather conditions
• Noise levels may vary due to running equipment in service areas
• Must adhere to all safety protocols when driving, handling and/or demonstrating equipment
• Regular exposure to dust, fumes, grease, gas, oil, and other airborne particles commonly found in a repair setting.

Physical Requirements:

• Must be able to safely lift, carry and move up to 50 pounds
• Must be able to lift, push, pull, and move heavy machines.
• Frequent bending, stooping, squatting, kneeling, lying, climbing, and reaching to handle equipment
• Must be able to stand, walk, and move around the store for extended period of time
• Manual dexterity to operate equipment controls

Travel:

This role may be temporarily assigned to an alternate location, as business needs demand

Other duties:

• May require occasional overtime during peak seasons

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• How many years of experience do you have with Outdoor Power Equipment or automotive Service Writing?

Work Location: In person

Salary : $20 - $25