SERVICE WRITER

Custom Truck One Source (CTOS) delivers specialized truck and heavy equipment solutions through sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, financing, and asset disposal. Our integrated North American network ensures superior service and efficiency.

About the role

We are seeking a Service Writer to join our Orlando, FL team. In this role, you will provide quality products to customers in a timely, cost-efficient manner while maintaining strong customer relationships.

Responsibilities

• Identify problems and required services by listening to customer descriptions and clarifying symptoms.
• 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 or estimates before repairs begin.
• Prepare repair orders (RO) by documenting symptoms, problems, causes, and required repairs; obtain approval signatures and enter ROs into the service database.
• Assist with scheduling work and assigning tasks to Service Technicians.
• Maintain customer rapport by explaining estimates, expected return times, and obtaining approval; provide contact information and address questions or concerns.
• Arrange towing and temporary transportation as needed.
• 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.
• Create and maintain a safe working environment.

Requirements

• High school diploma or equivalent.
• Knowledge of aerial vehicles, equipment, and heavy & light-duty trucks preferred.
• Previous experience in a similar role.
• Professional personal appearance.
• Extremely detail-oriented and accurate.
• Able to work in a fast-paced environment, set priorities, and adapt to changing work demands.
• Self-sufficient, driven, and able to meet deadlines.
• Proficiency with common computer software (MS Office Suite, internet) and inventory software (e.g., M3) for processing repair orders.
• Strong communication skills, both verbal and written, with a genuine desire to serve clients.
• Positive attitude and professional demeanor with clients and team members.
• Ability to work with basic mathematical concepts (fractions, percentages, ratios, proportions).
• Use logic and reasoning to evaluate alternative solutions and approaches to problems.

Benefits

• 401(k) with employer match.
• Competitive health care coverage.
• 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.