Service Writer

Description

Position Specifics

Department: Service

Reports To: Service Manager

Supervises: None

Employment Type: Full-Time

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 a plus

• Ability to analyze and interpret internal reports