Service Operation Coordinator

Job Description

Job Description

Position Summary

The Service Writer is responsible for receiving, documenting, and coordinating all equipment and fleet service requests for the SHOP. This role serves as the primary point of contact between Field Operations, Mechanics, Dispatch, and Management by accurately capturing service needs, generating work orders, communicating repair status, and ensuring complete and accurate service documentation. The Service Writer plays a critical role in supporting efficient workflow, minimizing downtime, and ensuring high-quality service communication.

Essential Job Functions

· Receive and document all incoming service and repair requests from Operations and Field Leadership.

· Create, update, and close service work orders with accurate labor, parts, and repair information.

· Communicate equipment condition, repair status, and completion timelines to Operations and Dispatch.

· Coordinate with Mechanics and the Service Manager on repair prioritization and scheduling.

· Verify equipment information, unit numbers, locations, and service histories.

· Track work order progress from intake through completion.

· Review completed work orders for accuracy, completeness, and documentation quality.

· Assist with tracking preventive maintenance intervals and service scheduling.

· Maintain organized electronic and physical service records.

· Support warranty claim documentation and outside vendor service coordination.

· Assist with parts identification, documentation, and coordination with inventory teams.

· Support DOT inspection documentation and fleet compliance records.

· Prepare service activity reports and repair history summaries for leadership.

· Provide professional internal customer service to operations and field teams.

· Maintain confidentiality of repair costs, equipment conditions, and operational data.

· Performs other related duties as required or assigned. Responsibilities may be modified or added based on operational needs and business priorities.

Qualifications

Education:

· High school diploma or GED preferred.---

Experience:

· 2–5 years of experience in service writing, fleet administration, shop administration, dispatch, or equipment operations support required.

· Experience in construction, utilities, transportation, or heavy equipment environments strongly preferred.

Licenses/Certifications (if applicable):

· Valid California driver’s license required

Skills:

· Ability to communicate effectively in both English and Spanish is preferred.

· Strong documentation, data entry, and administrative tracking skills.

· Strong organizational and multitasking abilities.

· High attention to detail and accuracy.

· Strong written and verbal communication skills.

· Ability to prioritize multiple service requests in a fast-paced environment.

· Proficiency in Microsoft Excel, Word, Outlook, and service/work order management systems, including B2W, Tenna, PFW, or similar software platforms.

· Ability to work cross-functionally with Mechanics, Dispatch, Operations, and Leadership.

· Strong internal customer service and problem-solving skills.

Physical Demands and Work Environment

Physical Requirements: This position is primarily sedentary to light work in nature. The employee is regularly required to sit for prolonged periods, use hands and fingers to operate a computer keyboard, telephone, and office equipment, and occasionally stand, walk, bend, or reach. The employee may occasionally lift or move office materials such as files, binders, laptops, or boxes of supplies weighing up to 50 pounds.

Work Environment: Work is typically performed in a professional office environment, with occasional visits to field or construction sites as required. The noise level in the office is usually moderate. The employee may occasionally be exposed to outdoor weather conditions, dust, and construction noise when visiting job sites. All work must be performed in compliance with Cal/OSHA safety and ergonomic standards, and employees are expected to use proper personal protective equipment (PPE) when entering field areas.

Reasonable Accommodations: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA).

Culture Alignment

All employees are expected to uphold Boudreau Pipeline’s values of Communication, Mutual Respect, and Accountability. These principles guide how we lead, collaborate, and perform our work every day.

Equal Employment Opportunity and At-Will Statement

Boudreau Pipeline Corporation is an Equal Opportunity Employer and prohibits discrimination or harassment based on race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

This job description does not constitute a contract of employment. Employment is at-will and may be terminated by either party at any time.