Job Description:
The Service Writer serves as a key administrative and operational leader within the service department, coordinating workflow, scheduling resources, and driving service performance metrics. This role exercises independent judgment and discretion in prioritizing service activities, resolving scheduling conflicts, and supporting departmental performance objectives.The Service Writer is responsible for managing service operations from customer intake through job completion, ensuring alignment with company standards, production goals, and financial objectives. This position directly impacts revenue generation, operational efficiency, and customer satisfaction.
Role and Responsibilities: Oversee and coordinate the daily flow of service work to ensure optimal technician utilization and productivity. Exercise independent judgment in prioritizing service requests, assigning technicians, and resolving scheduling conflicts. Monitor and manage Work in Progress (WIP) to ensure timely completion and achievement of performance targets. Collaborate with Service Manager and Scheduling Supervisor to meet or exceed 24-hour on-site service completion goals. Analyze service metrics and recommend process improvements to enhance workflow efficiency. Serve as the primary customer liaison from initial service request through completion. Provide cost estimates, timelines, and work status updates. Ensure accurate documentation to support billing, invoicing, and revenue capture. Assist in resolving escalated customer concerns with professionalism and sound judgment. Coordinate with Supply Chain, Parts Warehouse, and department supervisors to mitigate parts shortages and production delays. Ensure adherence to company Standard Operating Procedures while identifying opportunities for operational improvement. Maintain accurate service dashboards and reporting tools. Participate in daily and weekly production meetings to review performance data and identify corrective actions. Participate in On-Call rotation as required to support service continuity Qualifications and Education Requirements: High school diploma or GED required. Minimum 3 years of experience in scheduling, dispatching, service writing, materials planning, or related field preferred. Strong attention to detail and organizational skills. Ability to manage multiple tasks in a high-volume, fast-paced environment. Proficient in Microsoft Office Suite, with advanced Excel skills preferred. Strong analytical skills with ability to conduct cost and schedule analyses. Excellent verbal and written communication skills. Customer-service oriented with strong interpersonal skills. Self-starter capable of working independently with competing priorities.
Physical Demands: Primarily office-based environment within a service facility. Frequent communication via phone, email, and in-person interaction.
The Service Writer serves as a key administrative and operational leader within the service department, coordinating workflow, scheduling resources, and driving service performance metrics. This role exercises independent judgment and discretion in prioritizing service activities, resolving scheduling conflicts, and supporting departmental performance objectives.The Service Writer is responsible for managing service operations from customer intake through job completion, ensuring alignment with company standards, production goals, and financial objectives. This position directly impacts revenue generation, operational efficiency, and customer satisfaction.
Role and Responsibilities: Oversee and coordinate the daily flow of service work to ensure optimal technician utilization and productivity. Exercise independent judgment in prioritizing service requests, assigning technicians, and resolving scheduling conflicts. Monitor and manage Work in Progress (WIP) to ensure timely completion and achievement of performance targets. Collaborate with Service Manager and Scheduling Supervisor to meet or exceed 24-hour on-site service completion goals. Analyze service metrics and recommend process improvements to enhance workflow efficiency. Serve as the primary customer liaison from initial service request through completion. Provide cost estimates, timelines, and work status updates. Ensure accurate documentation to support billing, invoicing, and revenue capture. Assist in resolving escalated customer concerns with professionalism and sound judgment. Coordinate with Supply Chain, Parts Warehouse, and department supervisors to mitigate parts shortages and production delays. Ensure adherence to company Standard Operating Procedures while identifying opportunities for operational improvement. Maintain accurate service dashboards and reporting tools. Participate in daily and weekly production meetings to review performance data and identify corrective actions. Participate in On-Call rotation as required to support service continuity Qualifications and Education Requirements: High school diploma or GED required. Minimum 3 years of experience in scheduling, dispatching, service writing, materials planning, or related field preferred. Strong attention to detail and organizational skills. Ability to manage multiple tasks in a high-volume, fast-paced environment. Proficient in Microsoft Office Suite, with advanced Excel skills preferred. Strong analytical skills with ability to conduct cost and schedule analyses. Excellent verbal and written communication skills. Customer-service oriented with strong interpersonal skills. Self-starter capable of working independently with competing priorities.
Physical Demands: Primarily office-based environment within a service facility. Frequent communication via phone, email, and in-person interaction.