Service Writer

Brief Description

An industrial Service Writer (or Service Advisor) acts as the essential liaison between customers and technicians, scheduling repairs, creating detailed work orders, and managing maintenance documentation for industrial machinery or equipment. They translate technical issues into repair instructions, generate cost estimates, and ensure high customer satisfaction.

Customer Liaison

• Communicating with customers regarding service needs, providing updates, and managing expectations.
• Interacting with technicians, Service Supervisor, Service Manager, vendors, and customers to construct the proper repair quotes.
• Processing spare parts orders received at the service branch.
• Sending out finished processed repair quotes to customers.
• Tracking and receiving parts for inspection repair jobs.
• Notifying the service department for scheduling when repair parts have arrived and verified.
• Following up on active repair quotes on a regular basis and documenting the progress.
• Archiving repair quotes per Service Manager direction.
• Providing support to service technicians in the field regarding parts and component identification.
• Aiding in service job quoting when required.
• Aiding the Service Supervisor with planning and scheduling work when required.
• Communicating with sub-contractors, vendors, and customers.
• Reviewing technical documentation for completing quotes.
• Aiding branch management with customer issue resolution when required.
• Resolving all customer issues to their satisfaction and in the best interest of both the customer and Mazzella Companies.
• Overseeing routine changes to the Active Quote Log, ensuring it reflects current status of any active repair work and spare parts sales and is updated appropriately.
• Participating in the weekly planning and goals meetings.

Requirements

• Create crane repair quotes by using inspection reports, safety documentation, and technician service orders.
• Interact with technicians, Service Supervisor, Service Manager, vendors, and customers to construct the proper repair quotes.
• Process spare parts orders received at the service branch.
• Send out finished processed repair quotes to customers.
• Track and receive parts for inspection repair jobs.
• Notify the service department for scheduling when repair parts have arrived and verified.
• Follow up on active repair quotes on a regular basis and document the progress.
• Archive repair quotes per Service Manager direction.
• Provide support to service technicians in the field regarding parts and component identification.
• Aid in service job quoting when required.
• Aid the Service Supervisor with planning and scheduling work when required.
• Communicate with sub-contractors, vendors, and customers.
• Review technical documentation for completing quotes.
• Aid branch management with customer issue resolution when required.
• Resolve all customer issues to their satisfaction and in the best interest of both the customer and Mazzella Companies.
• Oversee routine changes to the Active Quote Log, ensuring it reflects current status of any active repair work and spare parts sales and is updated appropriately.
• Participate in the weekly planning and goals meetings.

Qualifications

• A high school diploma or GED is required; trade school, military, or crane service training program preferred.
• Experience and skills: 2 years in a sales or service role or equivalent military experience, or the equivalent combination of education and experience is required. Must be detail oriented, self-motivated, and disciplined with the ability to multi-task. Strong analytical, conceptual, and planning skills are required. Excellent written and verbal communication skills, strong math skills, and overall PC literacy (Microsoft Office) are required. Valid driver's license in good standing that meets company requirements. Bi-lingual capabilities (English/Spanish) is a plus.
• Must successfully complete a criminal background check, drug screen, and E-verify.

Skills

• Strong analytical, conceptual, and planning skills.
• Excellent written and verbal communication skills.
• Strong math skills and overall PC literacy (Microsoft Office).
• Valid driver's license in good standing that meets company requirements.
• Bi-lingual capabilities (English/Spanish) is a plus.

Benefits

• Market-Competitive Salaries.
• Comprehensive Benefits: Paid time off, affordable health insurance, dental, vision, 401(k) with company match, life insurance, and disability insurance.
• Free Virtual Doctor Visits: Teledoc service for virtual doctor visits with $0 copay.
• Tuition Reimbursement: Tuition reimbursement program.

Pay

Market-competitive salaries.

Schedule

Flexible schedule to accommodate the needs of the position and the company.

About the Role

Mazzella Companies is a leading provider of industrial services, offering a wide range of solutions to meet the needs of our clients. As an industrial Service Writer, you will play a crucial role in ensuring that our clients' equipment is maintained and repaired efficiently, while maintaining high levels of customer satisfaction.

Company Culture

At Mazzella, we believe in fostering a culture of respect, innovation, and continuous learning. Our core values guide everything we do, and we strive to create a workplace where everyone feels valued and supported. Join us and be part of a dynamic team that is dedicated to making a positive impact in the industry.

Equal Opportunity Employer

Mazzella is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.