Service Writer

Service Writer

As a member of the Service Writer team, you are instrumental to the success of Fairchild Equipment. This position ensures that our 'Customers for Life' get the help they need and receive it in a timely manner. You will collaborate closely with our service manager, technicians, and sales representatives to efficiently dispatch service calls, open work orders, and ensure the right technicians are assigned to the right jobs in a timely manner. Additionally, you will be responsible for monitoring costs, identifying potential savings, and consistently delivering exceptional customer service.

Essential Duties and Responsibilities:

• Manage the receipt and flow of all incoming service work, ensuring clear and consistent communication with customers and internal departments.
• Work with customers to obtain purchase orders.
• Accurately assess repair needs and source parts internally and externally.
• Open all work orders, monitor them from initiation through completion, and ensure accuracy before invoicing. Verify that labor, parts, and pricing align with the customer's quote and address any potential overages proactively.
• Evaluate new, used, and aftermarket parts through a variety of vendor sources.
• Document customers' unit issues, concerns, or maintenance needs clearly and precisely.
• Estimate labor time based on technician findings.
• Prepare purchase orders and estimates as needed during the initial write-up process.
• Oversee the flow of all service work, ensuring technician accountability, timely unit repair completion, and proper documentation.
• Notify internal teams of completed repairs and coordinate cartage or transport of repaired units.
• Collaborate with fleet management and warranty departments, ensuring all repairs and communications align with vendor policies and warranty guidelines.
• Confirm unused parts are returned and credited appropriately.
• Conduct customer follow-ups after repairs to ensure satisfaction and address any additional concerns.
• Communicate manufacturer-recommended maintenance to customers as applicable.
• Maintain a clean, organized, and safe work environment.
• Adhere to all established company policies, standards, and standard operating procedures.
• Actively support corporate initiatives, including continuous improvement efforts.
• Perform additional duties and responsibilities as assigned by management.

Required Skills and Abilities:

• Valid driver's license with an acceptable driving record.
• Proficient with Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with proven ability to meet deadlines.
• Ability to work well in a team environment and effectively.
• Ability to work in a high-paced environment.
• Travel to Fairchild Equipment locations as requested by management; less than 25% annually.

Education and Experience:

• High School Diploma or GED is desired.
• 2+ years of experience in Industrial service writing and/or related experience is desired.

Employee Benefits Include:

• Full benefits package, including Medical, Dental and Vision insurance.
• Ability to have a flexible work schedule.
• Casual office dress code.
• Generous Paid Time Off.
• Paid Holidays.
• 401(k) retirement plan and Employer Match.
• Wellness Program that offers the opportunity to earn a medical insurance discount.
• Company Paid Short- Term and Long-Term Disability.

Physical Requirements:

• Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• Frequent physical activity of the position:
• Stooping- bending body downward and forward by bending spine at the waist.
• Kneeling- bending legs at knee to come to a rest on knee or knees.
• Crouching- bending the body downward and forward by bending leg and spine.
• Crawling- moving about on hands and knees or hands and feet.
• Reaching- extending hand(s) and arm(s) in any direction.
• Standing- remaining upright on the feet, particularly for sustained periods of time.
• Walking- moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Pushing- using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling- Using upper extremities to exert force in order to draw, drag, haul or tug objects in sustained motion.
• Lifting- raising objects from a lower to a higher position or moving objects horizontally from position-to-position.
• Fingering- Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole and or arm as in handling.
• Grasping- applying pressure to an object with fingers and palm.
• Talking- Expressing or exchanging ideas by means of spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing- Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication.
• Climbing- ascending or descending.
• Occasional Physical Activity of the position:
• Balancing- maintaining body equilibrium.
• Fingering- perceiving attributes of objects by touching with skin, particularly that of fingertips.
• The visual acuity requirements:
• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
• The conditions the worker will be submitted to in this position:
• The worker is subject to environmental conditions with activities that normally would occur indoors.
• The worker is occasionally required to function in narrow aisles or passageways.

To take that next step in your career, and have an opportunity for additional growth, you will want to join our dynamic team. Fairchild Equipment, Inc. is recognized as the fastest growing company of its kind in the Midwest! Fairchild Equipment, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Apply now!