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 the 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, as needed; ensuring the Active Quotes Log 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 the 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 the 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, as needed; ensuring the Active Quotes Log 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 & Skills:
  • 2 years in a sales or service role or equivalent military experience, or the equivalent combination of education and experience is required.
  • Willingness to stay educated in the crane industry; as cranes become increasingly sophisticated, need to be increasingly computer literate and technologically savvy.
  • Must be detail oriented, self-motivated, and disciplined with the ability to multi-task.
  • Strong analytical, conceptual, and planning skills are required.
  • Written and verbal communication skills.
  • Excellent 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.
  • Must successfully complete a criminal background check, drug screen, and E-verify.

Skills

• Strong analytical, conceptual, and planning skills.
• Written and verbal communication skills.
• Excellent 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.
• Must successfully complete a criminal background check, drug screen, and E-verify.

Benefits

At Mazzella, we offer a comprehensive benefits package including:

• Paid time off
• Affordable health insurance
• Dental coverage
• Vision coverage
• 401(k) with company match
• Life insurance
• Disability insurance
• Free virtual doctor visits with $0 copay
• Tuition reimbursement

Pay

Market-competitive salaries are offered based on qualifications and experience.

Schedule

The schedule is flexible and can vary based on the needs of the business.