Note: The job is a remote job and is open to candidates in USA. Oregon Equipment Sales is an equipment sales company seeking a Service Writer to support its Service Department. The role coordinates technician schedules, manages work orders, communicates with customers, processes invoices and payments, tracks service performance, and provides administrative support to the Service Manager.
Responsibilities
- Welcome and assist customers in person and over the phone
- Schedule technician jobs and maintain an organized service calendar
- Open and manage work orders in CDK, including: Verifying customer and equipment information; Checking warranty coverage and open recalls; Reviewing technician time entries for accuracy; Ensuring labor, parts, and outside services are properly documented
- Review completed technician work orders by: Reading technician notes for accuracy and completeness; Confirming all parts have been ordered, received, and properly accounted for; Closing work orders to the correct account, including customer-pay, internal, warranty, and non-revenue accounts
- Coordinate customer pickups and equipment deliveries
- Communicate service updates, timelines, and completed work to customers
- Process customer invoices and payments accurately and efficiently
- Run reports to track shop performance and service department metrics
- Assist the Service Manager with daily administrative needs
- Provide backup phone coverage as needed
- Check for open warranty recalls and campaigns
- Review Work in Progress (WIP) to ensure work orders are current and nothing is overlooked
- Follow up with customers after equipment deliveries and completed service work
- Take photos of service projects for marketing and promotional purposes when appropriate
- Follow up on open parts orders, technician notes, and incomplete work orders
- Review WIP with the Service Manager
- Run reports identifying customers with warranties approaching expiration
- Send reminder postcards or other customer communications
- Assist with reviewing service department performance and outstanding work orders
- Learning company policies, Service Department procedures, and customer-service expectations
- Becoming familiar with CDK, phone systems, scheduling tools, and internal processes
- Learning how to accurately open work orders and verify customer and equipment information
- Developing a basic understanding of warranty coverage, recalls, labor entries, and parts documentation
- Building relationships with technicians, Parts Department employees, managers, and customers
- Completing assigned Kubota University and company training
- Demonstrating dependable attendance, professionalism, attention to detail, and a willingness to learn
- Open, update, review, and close routine work orders with limited assistance
- Schedule technician work while considering shop capacity and customer priorities
- Communicate clearly and professionally with customers regarding estimates, timelines, and job status
- Review technician notes, time entries, and parts charges for completeness and accuracy
- Process invoices and customer payments independently
- Review WIP and follow up on outstanding items
- Recognize when an issue needs to be escalated to the Service Manager
- Consistently complete assigned training and apply that knowledge to daily responsibilities
- Independently manage daily service administration and coordination responsibilities
- Maintain accurate, complete, and timely work orders
- Proactively monitor WIP, recalls, expiring warranties, open parts orders, and customer follow-ups
- Help maintain an organized and efficient technician schedule
- Anticipate department needs and address potential issues before they become larger problems
- Provide reliable administrative support to the Service Manager and Service Department
- Build strong customer relationships through consistent and professional communication
- Contribute ideas that improve department efficiency, accuracy, and the overall customer experience
- Continue developing knowledge of equipment, warranty procedures, and service operations
Skills
- A positive, can-do attitude and willingness to learn
- Strong attention to detail and excellent organizational skills
- The ability to manage multiple priorities in a fast-paced environment
- Strong follow-through and the ability to remember important details
- An accounting background or basic understanding of general ledger accounting
- Experience with Microsoft Excel, including:
- Spreadsheet formatting
- Basic formulas
- VLOOKUP or similar lookup functions
- Combining information from multiple worksheets
- Experience answering phones and scheduling appointments
- Experience with customer billing and payment processing
- Clear and professional written and verbal communication skills
- Dependable, self-motivated, and able to work both independently and as part of a team
- A friendly and professional approach with customers and coworkers
- Bilingual skills are a plus but are not required
- Previous dealership, equipment, automotive, agricultural, or service department experience is helpful but not required
Benefits
- Completing assigned Kubota University and company training.
- Continue developing knowledge of equipment, warranty procedures, and service operations.
Company Overview