Service Writer

Service Writer

Since 1963, A&H Equipment Co. has been the leading provider of municipal, truck and environmental solutions in Pennsylvania, West Virginia, and now in Ohio. A&H is seeking a Service Writer that will be the primary liaison between our customers, sales team, and service shop technicians. This role is responsible for greeting customers, identifying service needs, opening and managing work orders, and ensuring transparent communication throughout the repair lifecycle. This role blends technical aptitude with outstanding customer service to drive shop efficiency, customer satisfaction, and profitable service operations. Hours of operation for this role are 7:00 AM-3:30 PM.

Core Responsibilities:

• Greet customers promptly, identify equipment symptoms or maintenance needs, and translate customer concerns into detailed, accurate repair orders.
• Answer phone calls and field customers' questions and needs along with scheduling appointments.
• Develop cost estimates for parts and labor, expected downtime, present repair plans to clients, and obtain proper authorization prior to A&H performing work.
• Maintain proactive, regular communication with clients and customers regarding job status, schedule changes, or additional required repairs.
• Open, update, and close work orders in A&H's dealer management system, ensuring accurate recording of labor hours, parts used, sublet repairs, and technician notes daily.
• Identify warranty-eligible repairs, compile OEM warranty required documentation and assist in submitting warranty claims in accordance with manufacturer guidelines.
• Review completed work orders for accuracy, verify technician labor entries, ensure proper pricing/discounts, and prepare final invoices for client approval and payment processing.
• Partner with the Service Manager and technicians to prioritize job assignments, schedule shop flow, and dispatch field service technicians as required.
• Coordinate with the parts department to confirm availability of required components and schedule specialized vendor services.
• Ensure all service work adheres to safety standards and company quality standards before equipment is released back to the customer.

Education and Experience Requirements:

• High school diploma or GED required; associate degree, technical or trade training preferred.
• Experience in heavy equipment or automative industry preferred.
• Strong familiarization with heavy equipment systems high preferred.
• 1+ years' experience as service writer, administrative service/customer service profile referred.
• Prior experience or familiarization with Dealer Management Systems preferred.
• Valid driver's license with a clean driving record required, CDL Class A or B is a plus.

Working Environment and Physical Conditions:

• Indomitable work ethic and the willingness to work additional hours as needed.
• Sit and stand for long periods of time; split between a professional office environment and an active equipment repair shop/yard.
• Perform light work exerting up to 25 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• See, hear, talk and perform tasks requiring manual dexterity and visual acuity; kneel, sit, stand, walk, crouch, stoop, reach, pull, push and other similar, repetitive tasks requiring physical activity.
• Able to operate standard office/computer equipment.

A&H Benefits:

• Team-oriented & positive working environment
• Competitive compensation
• Medical Coverage
• Paid Vacation
• 401K

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