Crownstone Equipment
Crownstone Equipment is seeking an organized and customer-focused Service Writer to be the communication hub between our customers and service team.This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent service from start to finish. The Service Writer will oversee the coordination of repair orders, service scheduling, and customer updates, ensuring every job flows smoothly from intake to completion. You’ll play a key role in supporting our technicians, maintaining accurate documentation, and helping customers get back to work quickly and confidently. If you’re passionate about customer service, teamwork, and keeping operations running efficiently, we’d love to hear from you.
Crownstone Equipment is a leading dealership proudly representing premium brands such as Bobcat®, ExMark®, Toro®, Echo®, and Stihl®. With multiple locations across Pennsylvania (Adams County, Reading, Lancaster, York) and Maryland (Frederick, Hagerstown), Crownstone is committed to delivering exceptional equipment, service, and customer support. Our team takes pride in professionalism, collaboration, and care — serving customers like family and building lasting partnerships in the construction and landscaping industries.
The Service Writer serves as the primary point of contact between customers and the service department, ensuring that equipment repairs and maintenance are scheduled, documented, and completed efficiently. This role requires strong communication skills to explain technical issues to customers, coordinate with technicians, and maintain accurate service records. The ideal candidate is organized, detail-oriented, and comfortable working in a fast-paced heavy equipment service environment.
Receives and handles all incoming service customer calls or visits in a courteous and professional manner.
Coordinates day-to-day Shop & Field Service work order transactions in compliance with company policies and procedures to ensure maximum customer satisfaction.
Gathers information to determine the type of service needed (i.e., type of repair, parts required and deadline for completion of repair) and estimate the time required for service.
Works with Branch Manager, Service Manager or assigned technician to provide quotes to customers.
Ability to assign work orders to the appropriate technician as well as set / manage the service work order schedule with minimal assistance.
Ensures timely and accurate work order processing, employee time posting, parts orders, quotes, and customer follow-up where necessary.
Communicates with customers on the status of jobs, including when work is completed.
Must have a working knowledge of Windows computers and programs as well as have the ability to quickly learn and employ company specific systems and applications.
Ability to cross train to support Branch Parts Counter and Rental duties as needed.
2+ years of experience as a Service Writer, Service Advisor, or similar role in a heavy equipment or construction dealership.
~ Strong customer service and communication skills.
~ Working knowledge of diesel engines, hydraulics, or electrical systems.
~ Proficiency with service management software (e.g. CDK) and Microsoft Office.
~ High school diploma or equivalent; OEM product training or certifications (e.g., Bobcat University, Doosan Training).
~ Familiarity with warranty claims, repair estimates, and work order tracking.
~ McGrew Management Company and its affiliates provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.