Service Writer / Advisor

Calgary, Alberta

We are seeking a hands-on, organized, and engaged Service Writer. This individual is the primary liaison between customers and the service department. They are responsible for accurately identifying customers’ needs, creating detailed work orders, coordinating repairs and ensuring a high level of customer satisfaction throughout the service process. Interactions with company stakeholders will include technicians, parts department, rentals department, sales department, and external customers. Through customer service, technical understanding, and workflow coordination, they will keep equipment repairs moving efficiently and profitably.

Serve as the main point of contact for customers and greet them in person, by phone, and by email in a professional and timely manner

Clearly document customer concerns, symptoms and service requests

Collaborate with the technicians to create quotes and timelines and obtain customer (external, sales and rentals) approvals for work in alignment with internal authorization procedures

Open, update, edit and close work orders accurately to ensure correct billable items

Process work orders both timely and accurately to ensure accuracy and customer satisfaction

Verify warranty eligibility and proper documentation using various software resources, in alignment with internal processes to maximize warranty claim accuracy

Assist scheduling service appointments and manage shop capacity

Facilitate daily shop walkthroughs to capture information on the repair status, parts statuses or other delays that need to be communicated to the customer

Submit case requests and collaborate with factory representatives to expedite repairs and ensure customer downtime is minimized

Coordinate sublet work for equipment in the shop

Issue purchase orders for shop items, office items, or facility items as required

Monitor accounts-payable requests for purchase order approvals or corrections

Participate in regular work order review meetings

Prepare and submit bi-weekly Payroll reports

Communicate with the accounting department to ensure repairs are authorized based on the customer account status

Maintain MTO files and ensure all documentation is in compliance

Monitor maintenance requirements for rental equipment

Resolve and/or escalate customer concerns and maintain positive customer relations and reduce comeback rates

Completed additional tasks as assigned

Competitive salary range – based on experience

Quarterly Bonus Opportunity

Annual Performance Review with Increase Opportunity

Group Benefits that are 100% paid for by the Company – inclusive of Health, Dental, Life, Disability and Travel coverage

Vacation & Paid Personal days

Employer Matching Retirement Savings Plan

Location - Calgary, Alberta Status - Permanent Schedule - Monday-Friday - occasional extended hours may be required based on operational needs. Vacancy Type - Existing vacancy

3+ years’ experience in a Service Writer role or related administrative/ customer service position

Experience with quote and work order preparation and management

Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset

Ability to interpret technical information

Strong customer service and relationship-building skills

Organizational and multi-tasking ability in a fast-paced environment

Attention to detail and accuracy in documentation

Positive and collaborative attitude

Strong verbal and written communication skills

Computer proficiency dealership/service management systems, and office processes

Combination of office and shop environment

Exposure to noise, dust, and shop activity

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.