Transport Refrigeration, Inc. is hiring: Service Writer in Madison

Full-Time Service Writer (Service Advisor / Billing Clerk)

Transport Refrigeration, Inc. – Thermo King Dealer, Madison, WI | Full-Time

Become the Nerve Center of a Fast-Moving Service Team. Transport Refrigeration, Inc. (TRI) is hiring a Service Writer at our high-volume Madison location—a mission-critical support hub for refrigerated transport fleets across Wisconsin.

Also known as a Service Advisor or Billing Clerk, this full-time role supports the entire job lifecycle: from welcoming the customer to closing the repair order. You'll manage service documentation, coordinate scheduling, and collaborate daily with technicians, parts clerks, and the sales team to keep equipment moving and customers informed.

This is a frontline role in a fast-paced environment, ideal for someone who thrives under pressure, takes ownership, and isn’t afraid to lead from the service counter.

What You’ll Do

• Greet and triage walk-ins, scheduled service, and urgent requests
• Open and manage active repair orders (ROs) in a time-sensitive, high-volume shop
• Validate PO numbers, warranty eligibility, and payment methods pre-dispatch
• Assign technician jobs and actively monitor job progress and accuracy
• Partner with the Parts Department to ensure parts availability and correct usage
• Collaborate with the Sales Team to align expectations and customer communication
• Track technician labor, validate job documentation, and ensure error-free invoicing
• Process COD payments and manage serialized part registration
• Answer inbound service calls and provide clear, professional assistance
• Assist in weekly payroll support and occasional cross-department needs

Requirements

• 1+ year of experience as a Service Writer, Service Advisor, or Billing Clerk (dealership or fleet service preferred)
• Strong multitasking and cross-functional coordination skills
• Clear verbal and written communication, especially under time pressure
• Comfortable using Microsoft Outlook, Excel, and Word
• High school diploma or equivalent
• Valid driver's license
• Willingness to travel occasionally for training or cross-location support
• Familiarity with service order or dealership management software (preferred, not required)

Why You’ll Succeed at TRI

We’re a Thermo King Dealer And 24/365 Service Organization. That Means Urgency Isn’t Optional—it’s Expected. At TRI, You’ll Thrive If You

• Stay calm when things move fast
• Collaborate across departments without silos
• Sweat the details so techs can execute and customers stay informed
• Know how to keep jobs moving, not just logged
• Want to be part of something bigger than “just another shop”

Pay & Benefits

• Competitive pay
• Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• Paid holidays and PTO
• Paid onboarding, hands-on training, and clear promotion paths

About TRI

Transport Refrigeration, Inc. specializes in temperature control systems for heavy-duty trucks, trailers, and off-highway fleets. We support fleets in food distribution, pharmaceuticals, mining, construction, and more.

What makes us different?

• Responsive - We will be responsive to both internal and external customers.
• Dedicated - In order to service our customers, we have a dedicated crew of professionals willing to do what it takes to keep equipment running.
• Empathetic - We are empathetic to both internal and external customers.
• Creative - We are known to find creative ways to take care of customers.
• Ethical - Our reputation is the most important thing we have.

Transport Refrigeration, Inc. is an Equal Opportunity Employer.