Service Writer

About the Role

A&H Equipment Co., a leading provider of municipal, truck, and environmental solutions since 1963, is seeking a Service Writer to act as the primary liaison between customers, the sales team, and service shop technicians. This role blends technical aptitude with outstanding customer service to drive shop efficiency, customer satisfaction, and profitable service operations. Hours of operation are 7:00 AM–3:30 PM.

Responsibilities

• Greet customers promptly, identify equipment symptoms or maintenance needs, and translate concerns into detailed, accurate repair orders.
• Answer phone calls, field customer questions, and schedule appointments.
• Develop cost estimates for parts and labor, present repair plans to clients, and obtain proper authorization before work begins.
• Maintain proactive communication with clients regarding job status, schedule changes, or additional repairs.
• Open, update, and close work orders in the dealer management system, ensuring accurate recording of labor hours, parts used, sublet repairs, and technician notes.
• Identify warranty-eligible repairs, compile required documentation, and assist in submitting warranty claims per manufacturer guidelines.
• Review completed work orders for accuracy, verify technician labor entries, ensure proper pricing/discounts, and prepare final invoices for client approval.
• Partner with the Service Manager and technicians to prioritize job assignments, schedule shop flow, and dispatch field service technicians.
• Coordinate with the parts department to confirm component availability and schedule specialized vendor services.
• Ensure all service work adheres to safety and company quality standards before equipment is released to the customer.

Qualifications

• High school diploma or GED required; associate degree or technical/trade training preferred.
• Experience in the heavy equipment or automotive industry preferred.
• Strong familiarity with heavy equipment systems highly preferred.
• 1+ years’ experience as a service writer or in an administrative/customer service role preferred.
• Prior experience with Dealer Management Systems preferred.
• Valid driver’s license with a clean driving record required; CDL Class A or B is a plus.

Working Environment and Physical Conditions

• Indomitable work ethic and willingness to work additional hours as needed.
• Split between a professional office environment and an active equipment repair shop/yard.
• Ability to sit and stand for long periods; perform light work (up to 25 pounds occasionally).
• Requires manual dexterity, visual acuity, and physical tasks such as kneeling, crouching, stooping, reaching, pulling, and pushing.
• Able to operate standard office/computer equipment.

Benefits

• Team-oriented and positive working environment
• Competitive compensation
• Medical coverage
• Paid vacation
• 401K