What are the responsibilities and job description for the Service Writer TCE position at SMITH TURF & IRRIGATION LLC?
Description
About Us:
Smith Turf & Irrigation is the leading distributor and retailer in the golf, grounds and landscaping industry. We offer a comprehensive selection of equipment, irrigation and landscape products and support our customers with technical expertise and service.
Since 1925, Smith Turf has built an unmatched reputation for outstanding customer care, service and support across North and South Carolina, Virginia and Tennessee. STI is a family-owned business that believes in working as a team and fosters a family-oriented culture.
Position Overview:
The Service Writer is the primary customer-facing coordinator for turf equipment service and repair. This role receives and documents service requests, prepares estimates, schedules work, communicates status and costs to customers, and coordinates with technicians to ensure timely, accurate repairs and customer satisfaction.
Key Responsibilities:
• Greet customers (in-person, phone, email), record equipment concerns, and collect contact information, equipment information- make, model, serial number, hours
• Create and manage estimates, open orders, and service documentation in ERP
• Diagnose service issues with customers and technicians to generate accurate estimates and recommend maintenance or repair options
• Schedule and prioritize work based on urgency, parts availability, and technician capacity
• Order and track parts; notify customers of delays or changes
• Obtain customer approvals for additional work, document changes and update estimates
• Provide regular status updates to customers and finalize invoices upon completion
• Process warranty claims and follow manufacturer procedures for documentation and submission
• Maintain service records, parts inventory levels (as assigned), and ensure accurate billing and payment collection
• Support upselling of preventive maintenance, parts, and accessories when appropriate
• Coordinate equipment pickup and delivery logistics when required
Required Qualifications:
• High school diploma or equivalent; technical school or associate degree in small engine technology, turf management, or related field preferred
• 3 years customer service or service department experience; prior experience with turf equipment, agricultural, lawncare, or small engine service preferred
• Familiarity with common turf equipment brands, components, and maintenance practices is a strong plus
• Experience working in an ERP, parts catalogs, and basic computer skills
Skills & Competencies:
• Strong verbal and written communication skills, customer-focused and professional demeanor
• Good organizational, multitasking, and time management abilities
• Basic mechanical aptitude to understand technical feedback and explain issues to customers
• Attention to detail for accurate estimates, records, and warranty paperwork
• Problem-solving and negotiation skills for resolving disputes and unexpected repair findings
• Ability to work under pressure and manage competing priorities
Benefits:
• Competitive Compensation
• Medical, Dental, Vision, Short and Long Term Disability, Life Insurance
• Paid Time Off and Paid Holidays
• 401(k) with Company Match
• Employee Referral Program
• Opportunity of Advancement
• Paid Training and Certifications
• Free Counseling Services- EAP
• Product Discounts
• Weekends Off!
STI is strongly committed to providing equal employment opportunities for all employees and all applicants for employment. All employment decisions at STI including those relating to hiring, promotion, transfers, benefits, compensation, placement, and termination will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law.