SERVICE WRITER/ADMINISTRATOR

Custom Truck One Source has changed the way the industry looks at specialized truck and heavy‑equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, financing solutions, and asset disposal, our team of experts, vast equipment breadth, and integrated network of locations across North America offer superior service and unmatched efficiency for our customers. We are seeking a Service Writer located in Wilkes‑Barre, PA to provide quality products to our customers in a timely, cost‑efficient manner.

Responsibilities

• Identify problems and services by listening to the customer's description of symptoms and clarifying the description of problems.
• Verify warranty and service contract coverage by examining records and papers; explain provisions.
• Develop estimates by costing materials, supplies, and labor; calculate the customer's payment, including deductibles.
• Contact fleet management companies that require authorization to start work or require estimates before authorizing repairs.
• Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtain approval signatures and enter the RO into the service database system.
• Assist with scheduling work and issuing work to Service Technicians.
• Maintain customer rapport by explaining estimates and expected return of the vehicle, obtaining customer approval, providing contact telephone numbers, answering questions and concerns, and arranging towing and temporary transportation.
• Update job knowledge by participating in educational opportunities and reading manufacturers' materials.
• Communicate with the parts department to determine and locate part numbers for units.
• Call customers to let them know equipment is ready to be picked up.
• Process invoices and payments for service repairs.
• Create and maintain a safe working environment.

Requirements

• High school diploma or equivalent.
• Knowledge of equipment and heavy & light‑duty trucks (a plus).
• Previous experience in a similar role, including custom service/support and/or administrative duties.
• Professional personal appearance.
• Extremely detail‑oriented and accurate.
• Ability to work in a fast‑paced environment, set priorities, and adapt to changing work priorities.
• Self‑sufficient and driven, meeting deadlines and schedules.
• General aptitude in working with common computer software (MS Office Suite, internet, etc.) to process orders.
• Knowledge of inventory software (e.g., M3) to process repair orders.
• Effective and professional communication skills, both verbal and written.
• Strong “people” skills and a genuine desire to service the client.
• Positive attitude and willingness to maintain a professional demeanor with clients and team members.
• Ability to work with basic mathematical concepts, including fractions, percentages, ratios, and proportions.
• Ability to apply logical reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Benefits

• 401(k) with employer match
• Competitive health care
• Dental, vision, and life insurance
• Paid vacation, sick leave, and holidays
• Short‑term and long‑term disability (STD/LTD)
• Partner discounts
• Investment in employee development
• Tuition reimbursement