SERVICE WRITER

About the role

Custom Truck One Source is seeking a Service Writer with a background in aerial, construction equipment, and heavy & light duty trucks. The Service Writer will coordinate and schedule service work in the service department, sell additional services to customers, and maintain a professional and organized environment.

Responsibilities

• Create and maintain a safe working environment.
• Identify problems and services by listening to customer descriptions of symptoms and clarifying issues.
• Verify warranty and service contract coverage by examining records and explaining provisions.
• Develop estimates by costing materials, supplies, and labor; calculate customer payments, including deductibles.
• Contact fleet management companies for authorization to start work or to provide estimates before repairs begin.
• Prepare repair orders (RO) by describing symptoms, problems, and causes; obtain approval signatures and enter ROs into the service database.
• Assist with scheduling work and issuing tasks to Service Technicians.
• Maintain customer rapport by explaining estimates, obtaining approvals, providing contact information, answering questions, and arranging towing or temporary transportation.
• Update job knowledge through educational opportunities and reading manufacturers' materials.
• Communicate with the parts department to locate part numbers for units.
• Notify customers when equipment is ready for pickup.
• Process invoices and payments for service repairs.

Requirements

• High school diploma or equivalent.
• Knowledge of aerial vehicles, equipment, and heavy & light duty trucks.
• Previous experience in a similar role.
• Valid Driver’s License.
• Professional personal appearance.
• Extremely detail-oriented and accurate.
• Ability to work in a fast-paced environment, set priorities, and adapt to changing work demands.
• Self-sufficient and driven with the ability to meet deadlines and schedules.
• General mechanical aptitude and experience with parts; knowledge of hydraulic, heavy equipment, diesel truck, and/or farm equipment preferred.
• General aptitude in working with common computer software (MS Office Suite, internet, etc.); knowledge of inventory software (e.g., FishBowl) helpful.

Skills

• Strong "people" skills and a genuine desire to service clients.
• Positive attitude and professional demeanor with clients and team members.
• Active listening: give full attention to others, understand points being made, ask questions as appropriate.
• Effective verbal communication to convey information clearly.
• Reading comprehension of work-related documents.
• Logical reasoning to identify strengths and weaknesses of alternative solutions.
• Monitor and assess performance to make improvements or take corrective action.
• Effective written communication tailored to the audience.
• Identify complex problems, review related information, and develop/evaluate options to implement solutions.

Working Conditions

• Scheduled hours: 7:30 am–5:00 pm, Monday–Friday, with additional hours/days as needed to meet business demands.
• Majority of work performed in a shop and office setting.
• May be exposed to bright lights, extreme temperatures, loud noise, dust, gas, and/or fumes.

Physical Requirements

• Able to bend, stoop, and lift up to 50 lbs.
• Occasional lifting, carrying, pushing, and/or pulling; some climbing, balancing, stooping, kneeling, crouching, and/or crawling.
• Ability to see things in close proximity, whether through natural or corrected vision.

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.

Custom Truck One Source is an Equal Opportunity Employer.