What are the responsibilities and job description for the Service Writer position at Brown Equipment, LLC?
At Brown Equiment Company (BEC), we take pride in providing top-tier equipment, parts, and service solutions to our customers. Our success is built on a strong foundation of BEC Blue Values, which guide our work every day:
The Service Writer is responsible for managing the full-cycle work order process, ensuring efficient service operations by coordinating with the Service Team Lead, Lead Mechanic, Parts Department, and customers. This role also works closely with the Warranty Manager to ensure all warranty repairs are properly documented and processed. Additionally, the Service Writer serves as the primary liaison between customers and the service department, addressing inquiries, coordinating repairs and ensuring the maintenance and the repairs of customer equipment is handled efficiently and professionally.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To successfully perform this job, an individual must be able to complete each essential duty satisfactorily. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the job.
Make Service First — and when customers say jume, we say how high
Have Passion for Our Work - and seek a sense of accomplishment
✅ Hold Ourselves Accountable — meet our commitments to others
Continuously Improve — and see only opportunities, never problems
Enjoy Working with Others — and cannot imagine it any other way
Celebrate the Wins — no matter how big or small
Give Grace — and know we are not perfect and forgive others easily
Find Solutions — and take quick and decisive action
The Service Writer is responsible for managing the full-cycle work order process, ensuring efficient service operations by coordinating with the Service Team Lead, Lead Mechanic, Parts Department, and customers. This role also works closely with the Warranty Manager to ensure all warranty repairs are properly documented and processed. Additionally, the Service Writer serves as the primary liaison between customers and the service department, addressing inquiries, coordinating repairs and ensuring the maintenance and the repairs of customer equipment is handled efficiently and professionally.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To successfully perform this job, an individual must be able to complete each essential duty satisfactorily. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the job.
- Develop and maintain professional customer relationships by providing excellent customer service from intake to equipment release, ensuring follow-ups and timely resolution of customer concerns
- Actively listen to customers to identify & understand their service needs, maintaining a commitment to delivering efficient and professional support
- Prepare detailed service estimates for customer repairs, working closely with the service team to ensure accurate information on equipment diagnostics, recommended repairs, projected costs, and final billing
- Effectively communicate all necessary details regarding costs, parts, and service work to both the Service Team Lead and the customer
- Provide regular status updates to customers throughout the repair and service process
- Invoice customers upon completion of repairs and follow up to ensure satisfaction with the service provided
- Collaborate with the Service Team Lead and Parts Department to optimize efficiency and workflow, striving to minimize turnaround times and deliver completed repairs as quickly as possible
- Maintain accurate records of all maintenance and repair work, including parts, supplies, and services used
- Ensure work orders are completed accurately and in a timely manner
- Perform other duties as assigned to support the service department, process improvements, and overall business operations
KNOWLEDGE, SKILL, AND ABILITIES
- Excellent communication skills, both verbal and written
- Positive and effective customer service skills
- Proficiency in ERP service software, preferably NetSuite, or the ability to learn new systems quickly
- Attention to detail, particularly in data entry and time tracking
- Strong organizational skills with the ability to manage multiple tasks simultaneously
- Ability to work collaboratively with service team members, service leadership, and sales to ensure operational efficiency and delivery of superior customer service
EDUCATION/EXPERIENCE
- High school diploma or equivalent
- Experience in service writing, parts, or a related role prefer
- Mechanical knowledge in automotive, heavy equipment or similar repair fields preferred
