Service Writer / Advisor

About the Role

The Service Writer will provide administrative support to the Service department, liaising with internal and external customers and ensuring day‑to‑day efficiency. The position is based in Pasadena, Texas, with Joe Johnson Equipment operating as Kinloch Equipment & Supply.

Responsibilities

• Manage customer relations for the service department by receiving phone calls and emails and following up with customers to provide status updates.
• Open and close work orders in alignment with internal procedure timelines.
• Prepare quotes.
• Edit and update all work orders to ensure 100% capture of all billable items.
• Provide unit history to the service department for incoming repairs.
• Assist with shop scheduling to ensure optimal efficiency and customer service.
• Work with factory representatives to minimize customer downtime.
• Conduct shop walkthroughs with the Service Manager to capture real‑time status updates.
• Prepare and submit bi‑weekly payroll reports.
• Collaborate with the accounting department to keep customer accounts in good standing.
• Ensure on‑time billing for all customers.
• Maintain MTO files and ensure all documentation is in compliance.
• Process warranty claims.
• Resolve and/or escalate customer concerns while maintaining positive relations.
• Assist the Parts department as required.

Requirements

• 3+ years’ experience in a Service Writer role or a related administrative/customer service position.
• Experience preparing quotes and opening/closing work orders.
• Proficiency with the MS Office Suite, especially Word, Excel, and Outlook.
• Mechanical aptitude or prior exposure to a heavy‑equipment work environment (asset).
• Ability to thrive in a fast‑paced environment.
• Strong organizational, multitasking, and planning skills.
• Positive, collaborative attitude.
• Excellent verbal and written communication with strong customer‑service skills.

Qualifications

• High School Diploma, GED, or equivalent.
• Valid driver’s license and satisfactory driver’s abstract required for operational responsibilities.
• Successful completion of a job‑related background check in accordance with applicable laws.
• Previous relevant experience may include Service Coordinator, Administrator, Scheduling Assistant, Parts and Service Coordinator, or Administrative Specialist.

Benefits

• Competitive pay range, based on experience.
• Premium health insurance benefits.
• Paid vacation and paid personal days.
• 401(k) employer matching.

Schedule

Monday‑Friday; occasional extended hours may be required based on operational needs.