Service Writer (Customer Service)

Brandt is currently seeking a Service Writer for our Mount Pearl Construction & Forestry location.
This position is responsible for assisting the service manager in maintaining accurate and on-time reports and records relative to the Service Department’s operation.

DUTIES & RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:

• Field internal and external customer inquiries promptly to provide accurate and helpful information, ensuring a positive customer experience.
• Provide timely updates to customers on service progress to maintain transparency and satisfaction.
• Open and track work orders as directed by the Service Manager or Shop Foreman, maintaining control until they are closed and invoiced to ensure accurate job completion.
• Process work orders by preparing them thoroughly for review prior to closing, ensuring accuracy and completeness.
• Close work orders promptly and accurately to support efficient billing and record-keeping.
• Ensure precise time tracking and posting to work orders, making corrections as directed by the Service Manager to guarantee accurate labor accounting.
• Maintain the Service Department filing system and service library, ensuring that all bulletins, manuals, and multimedia materials are current and accessible under the supervision of the Service Manager.
• Update customer profiles regularly by recording equipment details, operational hours, and other relevant data from work orders to support accurate customer records.
• Maintain inventory of accessories and supplies and preparing replacement orders as needed.
• Prepare Service Technician efficiency reports as needed to support performance tracking and operational improvements.
• Process warranty and product improvement claims, including calculating charges, submitting claims, and following up to ensure timely resolution and cost recovery.
• Other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

• Knowledge of office procedures.
• Basic knowledge of accounting practices.
• Experience with standard desktop applications including Microsoft Office Suite.
• Ability to organize and direct workflow.
• Ability to multi-task in a fast paced environment.
• Possess a strong customer service focus with a commitment to delivering high quality customer service.
• General understanding of mechanical/technical terminology considered an asset.

Required Skills
Required Experience