Service Writer

Position Summary

This position is primary liaison between customers and the service team. The role opens and manages work orders, communicates job status to customers, and ensures service documentation, invoicing, and parts returns are accurate and timely. Success in this position is measured by customer satisfaction, clean work-order processing, and prompt issue resolution.

Position Duties/Responsibilities

• Primary Responsibilities:
  • Serves as Service Department’s main point of customer contact; promptly addressing customers’ needs either by phone or face to face contact.
  • Requests details regarding conditions of occurrence while also educating customers on warranty coverage and recommended service according to factory policy or contract coverage.
  • Prepare accurate cost estimates, secure authorization to complete repairs, and keep customers updated on job status, schedule changes, and final charges.
  • Open, segment, track, and close work orders in the system; ensure labor, parts, sublet, and customer-purchase-order information is complete and correct for timely invoicing.
  • Review reopened warranty work orders, correct coding or documentation errors, and maintain minimal warranty variance while protecting branch profitability.
  • Issue purchase orders for outside labor or parts, reconcile core returns and parts-return discrepancies, and resolve customer billing or credit questions.
  • Monitor work-order progress, adjust segmentation as repairs advance, and provide proactive status calls or emails to customers.
  • Audit work orders and service reports for accuracy, consistency, and compliance with factory or contractual requirements; escalate any customer issues that could impact satisfaction or payment.

Position Requirements

• Required:
  • High School Diploma or equivalent
  • 3 years customer service experience or equivalent with 2 years’ experience in an engine or heavy equipment service shop, preferably with Caterpillar
• PREFERRED:
  • 5 years’ customer service experience
  • 5 years’ experience with heavy equipment preferably Caterpillar

Knowledge, Skills, And Abilities:

• Excellent communication skills including verbal and written with people at all levels of the company, customers, and outside vendors/consultants
• Strong problem-solving skills
• Strong multitasking abilities, detail-oriented and self-motivated
• Strong interpersonal skills and ability to manage conflict in a win/win style, work always with a team mentality
• Strong computer skills including experience with Microsoft Office (Outlook, Word, Excel, and PowerPoint), and the ability to learn CAT/MacAllister systems
• Professional demeanor with both internal and external personnel including personal appearance and friendly, courteous treatment of peers, subordinates and people at all levels inside and outside the organization