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Full-time
high school, associate degree
Competitive Salary, Quarterly Bonus Opportunity, Annual Performance Review with Increase Opportunity, Health Insurance, Dental Insurance, Life Insurance
Posted 33d ago
~40 hrs/week
Responsibilities
Acts as the primary liaison between customers and the service department to identify needs and create detailed work orders. Coordinates repairs with technicians and other departments to ensure efficient workflow and high customer satisfaction.
Requirements
Requires 3+ years of experience in a service writer or related administrative role and a high school diploma. Candidates should possess mechanical aptitude, strong organizational skills, and a valid driver's license.
Full job description
Service Writer
Calgary, Alberta
About the Role
We are seeking a hands-on, organized, and engaged Service Writer. This individual is the primary liaison between customers and the service department. They are responsible for accurately identifying customers’ needs, creating detailed work orders, coordinating repairs and ensuring a high level of customer satisfaction throughout the service process. Interactions with company stakeholders will include technicians, parts department, rentals department, sales department, and external customers. Through customer service, technical understanding, and workflow coordination, they will keep equipment repairs moving efficiently and profitably.
What You’ll Do
Serve as the main point of contact for customers and greet them in person, by phone, and by email in a professional and timely manner
Clearly document customer concerns, symptoms and service requests
Collaborate with the technicians to create quotes and timelines and obtain customer (external, sales and rentals) approvals for work in alignment with internal authorization procedures
Open, update, edit and close work orders accurately to ensure correct billable items
Process work orders both timely and accurately to ensure accuracy and customer satisfaction
Verify warranty eligibility and proper documentation using various software resources, in alignment with internal processes to maximize warranty claim accuracy
Assist scheduling service appointments and manage shop capacity
Facilitate daily shop walkthroughs to capture information on the repair status, parts statuses or other delays that need to be communicated to the customer
Submit case requests and collaborate with factory representatives to expedite repairs and ensure customer downtime is minimized
Coordinate sublet work for equipment in the shop
Issue purchase orders for shop items, office items, or facility items as required
Monitor accounts-payable requests for purchase order approvals or corrections
Participate in regular work order review meetings
Prepare and submit bi-weekly Payroll reports
Communicate with the accounting department to ensure repairs are authorized based on the customer account status
Maintain MTO files and ensure all documentation is in compliance
Monitor maintenance requirements for rental equipment
Resolve and/or escalate customer concerns and maintain positive customer relations and reduce comeback rates
Completed additional tasks as assigned
Total Rewards
Competitive salary range – based on experience
Quarterly Bonus Opportunity
Annual Performance Review with Increase Opportunity
Group Benefits that are 100% paid for by the Company – inclusive of Health, Dental, Life, Disability and Travel coverage
Vacation & Paid Personal days
Employer Matching Retirement Savings Plan
Position Details
Location - Calgary, Alberta Status - Permanent Schedule - Monday-Friday - occasional extended hours may be required based on operational needs. Vacancy Type - Existing vacancy
What You Bring
3+ years’ experience in a Service Writer role or related administrative/ customer service position
Experience with quote and work order preparation and management
Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset
Ability to interpret technical information
Strong customer service and relationship-building skills
Organizational and multi-tasking ability in a fast-paced environment
Attention to detail and accuracy in documentation
Positive and collaborative attitude
Strong verbal and written communication skills
Computer proficiency dealership/service management systems, and office processes
Additional Requirements:
High school diploma required; post-secondary education in business, automotive/heavy equipment, or related preferred
Valid driver’s license with a clean driver’s record
Work Environment
Combination of office and shop environment
Exposure to noise, dust, and shop activity
Who We Are
Joe Johnson Equipment (JJE) is a leading distributor of public works equipment across Canada and the U.S. We support municipalities and contractors with equipment such as vacuum trucks, refuse and recycling vehicles, street sweepers, and sewer inspection systems.
We are a proud subsidiary of Federal Signal Corporation.
If you are looking for a new opportunity, then we at Joe Johnson Equipment, welcome your application and are committed to employment equity and encourage applications from all qualified candidates, however only those who are being considered for the position will be contacted.
Accommodation is available upon request throughout the recruitment process in accordance with applicable laws.
Related keywords
Service WriterHeavy EquipmentWork OrdersWarranty ClaimsPurchase OrdersPayroll ReportsMTO FilesCustomer RelationsShop CapacitySublet WorkPublic Works EquipmentVacuum TrucksRefuse VehiclesStreet SweepersSewer Inspection SystemsFederal Signal Corporation
Jetstream of Houston, LLP is a leading manufacturer and distributor of industrial high-pressure water blasting equipment utilized at pressures up to 40,000 psi (2750 bar). We offer a complete line of skid and trailer-mounted pump units, control guns, valves, hoses, fittings, replacement parts, and nozzles - in stock and ready to ship when you need them. We provide the high service levels demanded by water blasting contractors by operating a state-of-the-art facility where our products are manufactured to exacting standards and by maintaining one of the largest inventories of water blasting equipment in North America.
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