Service Writer

Service Writer, Full Time

Salary: $23- $25/HR

Location: Salt Lake City, UT, 80216

Job Summary

The Service Writer acts as a critical link between the service team, parts team and the customer, ensuring all repair estimates are accurately communicated with recommended maintenance to internal and external customers in a timely manner. The Service Quote Supervisor ensures quotes are efficiently supported, including sublet repairs, parts availability and labor availability. The Service Quote Supervisor schedules equipment repairs with service and parts personnel, advises the Service Manager on quote status and works closely with Product Support Sales Representatives.

Essential Functions

• Provide positive, respectful communication with all stakeholders.
• Support Service Department KPIs related to efficiency, productivity, and customer satisfaction.
• Process quotes from initial request to final invoice, ensuring accuracy, time completion and proper documentation. Present quotes to customers promptly and efficiently. Maintain consistent communication with customers about status of repairs.
• Determine labor repair requirements to provide customers with best repair value. Look up accurate parts for quote.
• Handle quote requests, concerns, and complaints promptly and professionally.
• Maintain an accurate quote log of win/loss for tracking and performance analysis.
• Utilize internal operating systems and tools to create quotes.
• Ensure quotes are accurate, complete, and follow repair guidelines (parts, labor hours, sublet repairs).
• Process approvals, subsequent part orders, and establish shop/field repair schedules.
• Work with Service Manager and Service Account Supervisors to develop and maintain a standard guidebook (Flat rate) for response times.
• Maintain knowledge of the Service Automation System.
• Collaborate with Service Manager, Operations Manager, and Parts Manager to align with strategic goals.
• Available for after-hours work as required for Service Operations (weekday and weekends).
• Act as support and back up for dispatching, incoming calls, and walk in service customers.
• Oversee the ongoing performance of Service Quote Writers providing feedback and support as necessary.
• Additional duties as assigned.
  
  

Position Qualifications

EDUCATION

• High School Diploma or GED. Vocational or technical certification preferred.
  
  

Experience

• One to three years in a customer-facing position, providing service repairs, quotes, or estimates to customers in a service-related position. Automotive, diesel or material handling repair service center or dispatching.
• Prior experience in materials handling as a technician or in a parts support role preferred.
  
  

Additional Requirements

• Strong verbal and written communication skills. Ability to interpret and communicate technical procedures and techniques.
• Knowledge of equipment repair quoting or invoicing or both.
• Proficiency in Microsoft Office.
• Strong organizational and time management skills.
• Demonstrated ability to work independently and take initiative in a fast-paced environment.
  
  

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Towlift provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.