Service Writer

Description

Position Summary

The Service Writer supports service operations by managing work orders, coordinating communication between customers and technicians, and maintaining records essential to daily workflow. This role works closely with the Service Manager to ensure timely service, accurate invoicing, and strong customer satisfaction.

Essential Duties and Responsibilities

Customer & Communication

Responds to customer inquiries and phone calls

Provides service updates and coordinates pickup/delivery

Assists with equipment drop-off and pickup

Offers basic diagnostic support by phone

Processes customer payments

Work Order Management

Manages work orders from opening to close

Assigns work to technicians and tracks progress

Reviews work orders for accuracy and completeness

Applies charges and verifies billable items

Closes work orders promptly, including month-end processing

Maintains hard copy and digital work order files

Scheduling & Dispatch

Receives and dispatches field service calls

Schedules field and shop work orders in coordination with the Service Manager

Creates and manages on-call schedules

Coordinates trucking and hauling requests; reviews Salesforce for sales and trucking billing

Estimates & Purchasing

Generates repair estimates and customer quotes

Creates purchase orders as needed

Orders and researches parts for shop and field technicians

Pulls and prepares parts for use

Performs parts availability checks

Bills parts to stock numbers as directed by the Store Manager

Administrative

Submits and tracks all service-related warranty claims, including non-John Deere warranties

Reviews and submits Product Improvement Programs (PIPs) within required timeframes

Closes Z work orders and reviews non-standard warranty submissions

Enters employee time and time-off requests

Approves biweekly timecards in Paylocity

Maintains service department files and records

Updates customer and equipment information

Performs other assigned duties

Requirements

Qualifications

Education & Experience

High school diploma or equivalent

Basic accounting, office, and computer skills

Proficient in Microsoft Office and internet applications

Strong written and verbal communication skills

Ability to multitask in a fast-paced team environment

Knowledge, Skills, and Abilities

Experience in a service department, dealership, or related environment

Familiarity with John Deere equipment, products, and systems

Knowledge of mechanical terminology and service software

Experience with Paylocity, Filebound, Salesforce, or similar systems

Ability to analyze and interpret internal reports