Service Writer / Advisor

Job Description

Job Description

Service Writer / Advisor Albany, New York

About the Role

The Service Writer serves as the main point of contact between customers and the service department, ensuring customer needs are accurately identified and translated into detailed work orders. They coordinate with technicians, parts, rentals, and sales teams to manage repairs efficiently, maintain strong customer satisfaction, and support profitable service operations through effective communication, technical knowledge, and workflow management.

What You’ll Do

• Serve as the primary point of contact for customers, providing professional service in person, by phone, and via email.
• Document customer concerns and service requirements accurately to ensure efficient repair processing.
• Prepare service estimates, coordinate approvals, and communicate repair timelines with customers and internal stakeholders.
• Create, maintain, and close work orders while ensuring accuracy of labor, parts, and billing information.
• Schedule service appointments and assist in managing shop workflow and capacity.
• Monitor repair progress, collaborate with technicians, and provide timely updates on equipment status, parts availability, and repair delays.
• Verify warranty coverage and process warranty documentation in accordance with company and manufacturer requirements.
• Coordinate external vendor services, purchase orders, and other administrative activities supporting shop operations.
• Partner with accounting and internal departments to ensure proper repair authorization, invoicing, and customer account management.
• Build strong customer relationships by resolving concerns, maintaining open communication, and delivering a high level of customer satisfaction.

Total Rewards

• Anticipated Salary Range: $45,000.00-$60,000.00 – exact wage will be based on experience, education and qualification
• Quarterly profit-sharing bonus opportunity
• Annual performance review with increase opportunity
• Comprehensive health and welfare benefits
• Paid Vacation & Paid Personal days
• 401 (k) Employer matching program

Position Details

Location: Albany, NY

Status: Permanent

Position Type: Salaried

Schedule: Monday-Friday - occasional extended hours may be required based on operational needs.

Vacancy Type: Existing vacancy

What You Bring

• 3+ years’ experience in a related administrative/customer service position
• Experience preparing quotes and opening/closing work orders
• Experience with MS Office suite and other dealership/customer work order system 
• Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset
• Passion for customer service 
• Ability to organize, multitask and plan work efficiently
• Positive and collaborative attitude
• Strong communicator

Additional Requirements:

• High School Diploma, GED or equivalent

• Valid driver’s license and satisfactory driver’s abstract required for operational responsibilities
• Completion of a job-related background check in accordance with applicable laws

Who We Are

Joe Johnson Equipment (JJE) is a leading distributor of public works equipment across Canada and the U.S. We support municipalities and contractors with equipment such as vacuum trucks, refuse and recycling vehicles, street sweepers, and sewer inspection systems.

We are a proud subsidiary of Federal Signal Corporation.

Our Core Values : Leadership, Customer Excellence, Integrity, Inspiration, Teamwork, Innovation, and Ambition

If you are looking for a new opportunity, then we at Joe Johnson Equipment, welcome your application and are committed to employment equity and encourage applications from all qualified candidates, however only those who are being considered for the position will be contacted. 

Accommodation is available upon request throughout the recruitment process in accordance with applicable laws.

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