Service Writer TCE
Smith Turf & Irrigation LLC, Knoxville, TN, United States
Description
About Us
Smith Turf & Irrigation is the leading distributor and retailer in the golf, grounds and landscaping industry. We offer a comprehensive selection of equipment, irrigation and landscape products and support our customers with technical expertise and service.
Since 1925, Smith Turf has built an unmatched reputation for outstanding customer care, service and support across North and South Carolina, Virginia and Tennessee. STI is a family-owned business that believes in working as a team and fosters a family-oriented culture.
Position Overview The Service Writer is the primary customer-facing coordinator for turf equipment service and repair. This role receives and documents service requests, prepares estimates, schedules work, communicates status and costs to customers, and coordinates with technicians to ensure timely, accurate repairs and customer satisfaction.
Key Responsibilities
Greet customers (in-person, phone, email), record equipment concerns, and collect contact information, equipment information- make, model, serial number, hours
Create and manage estimates, open orders, and service documentation in ERP
Diagnose service issues with customers and technicians to generate accurate estimates and recommend maintenance or repair options
Schedule and prioritize work based on urgency, parts availability, and technician capacity
Order and track parts; notify customers of delays or changes
Obtain customer approvals for additional work, document changes and update estimates
Provide regular status updates to customers and finalize invoices upon completion
Process warranty claims and follow manufacturer procedures for documentation and submission
Maintain service records, parts inventory levels (as assigned), and ensure accurate billing and payment collection
Support upselling of preventive maintenance, parts, and accessories when appropriate
Coordinate equipment pickup and delivery logistics when required
Required Qualifications
High school diploma or equivalent; technical school or associate degree in small engine technology, turf management, or related field preferred
3+ years customer service or service department experience; prior experience with turf equipment, agricultural, lawncare, or small engine service preferred
Familiarity with common turf equipment brands, components, and maintenance practices is a strong plus
Experience working in an ERP, parts catalogs, and basic computer skills
Skills & Competencies
Strong verbal and written communication skills, customer-focused and professional demeanor
Good organizational, multitasking, and time management abilities
Basic mechanical aptitude to understand technical feedback and explain issues to customers
Attention to detail for accurate estimates, records, and warranty paperwork
Problem-solving and negotiation skills for resolving disputes and unexpected repair findings
Ability to work under pressure and manage competing priorities
Benefits
Competitive Compensation
Medical, Dental, Vision, Short and Long Term Disability, Life Insurance
Paid Time Off and Paid Holidays
401(k) with Company Match
Employee Referral Program
Opportunity of Advancement
Paid Training and Certifications
Free Counseling Services- EAP
Product Discounts
Weekends Off!
STI is strongly committed to providing equal employment opportunities for all employees and all applicants for employment. All employment decisions at STI including those relating to hiring, promotion, transfers, benefits, compensation, placement, and termination will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law.
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Since 1925, Smith Turf has built an unmatched reputation for outstanding customer care, service and support across North and South Carolina, Virginia and Tennessee. STI is a family-owned business that believes in working as a team and fosters a family-oriented culture.
Position Overview The Service Writer is the primary customer-facing coordinator for turf equipment service and repair. This role receives and documents service requests, prepares estimates, schedules work, communicates status and costs to customers, and coordinates with technicians to ensure timely, accurate repairs and customer satisfaction.
Key Responsibilities
Greet customers (in-person, phone, email), record equipment concerns, and collect contact information, equipment information- make, model, serial number, hours
Create and manage estimates, open orders, and service documentation in ERP
Diagnose service issues with customers and technicians to generate accurate estimates and recommend maintenance or repair options
Schedule and prioritize work based on urgency, parts availability, and technician capacity
Order and track parts; notify customers of delays or changes
Obtain customer approvals for additional work, document changes and update estimates
Provide regular status updates to customers and finalize invoices upon completion
Process warranty claims and follow manufacturer procedures for documentation and submission
Maintain service records, parts inventory levels (as assigned), and ensure accurate billing and payment collection
Support upselling of preventive maintenance, parts, and accessories when appropriate
Coordinate equipment pickup and delivery logistics when required
Required Qualifications
High school diploma or equivalent; technical school or associate degree in small engine technology, turf management, or related field preferred
3+ years customer service or service department experience; prior experience with turf equipment, agricultural, lawncare, or small engine service preferred
Familiarity with common turf equipment brands, components, and maintenance practices is a strong plus
Experience working in an ERP, parts catalogs, and basic computer skills
Skills & Competencies
Strong verbal and written communication skills, customer-focused and professional demeanor
Good organizational, multitasking, and time management abilities
Basic mechanical aptitude to understand technical feedback and explain issues to customers
Attention to detail for accurate estimates, records, and warranty paperwork
Problem-solving and negotiation skills for resolving disputes and unexpected repair findings
Ability to work under pressure and manage competing priorities
Benefits
Competitive Compensation
Medical, Dental, Vision, Short and Long Term Disability, Life Insurance
Paid Time Off and Paid Holidays
401(k) with Company Match
Employee Referral Program
Opportunity of Advancement
Paid Training and Certifications
Free Counseling Services- EAP
Product Discounts
Weekends Off!
STI is strongly committed to providing equal employment opportunities for all employees and all applicants for employment. All employment decisions at STI including those relating to hiring, promotion, transfers, benefits, compensation, placement, and termination will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law.
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