Operating for over 50 years; the TransX Ltd. is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customer’s business needs.

SUMMARY – Service Writer

Full-Time

Shift: Monday to Friday; 06:30 to 14:30

Reporting to the Shop Supervisor, the Service Writer's role is to act as a liaison between Maintenance and all TransX customers including the Procurement divisions within TransX. In collaboration with Shop Management and Operations, the Service Writer will initiate services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records.

KEY ACTIVITIES

Planning & Daily Operations

Prepare shift plans and ensures the workload is pre-staged, so there is no delay when the technicians report for work

Coordinate with the Shunter to pre-stage incoming work, so that technician wait times are minimal, planning is the key here

Ensure that cross shift communication is explicit using email, general notes and verbal communications

Communicate regularly with all TransX customers if repairs are on time and as planned (ECD)

Notify the shop management/customers of any additional custom requests that are outside the scope of the plan and work with the shop management/customers to re-prioritize the plan or reschedule the request to balance between the in-house versus farmed out works

Ensure that the wash-bay work is planned such that the daily quotas will be met or exceeded also to assist the shop management in developing retail business

Ensure that driver or customer check-in sheets are properly filled out to minimize any lag time while waiting on clarity of the issues noted

Ensure that a back-up plan has been identified in the event of pre-planned work failure to make sure that the workflow is not impacted

Work Order Management





Open required work orders ensuring proper coding and addressing pending repair works (RO’s)

Entering the details of repair jobs on the company's network and preparing repair instructions and lists of needed replacement parts to the Service Technicians

Ensure that all RO’s are created correctly as per company requirements, recording accurate unit mileage or hours

Ensure that all complaints of the customers are reflected clearly on the work order for technicians to diagnose and report accurately

Update TMT RO status in real time and notify the customers

Prep all RO’s in completed status for closing – checking labor lines (SRT), parts lines (shrinkage and gains) and any comments so that RO can be closed in a timely manner

Elevate all RO’s over the Service Writer’s close threshold to the Shop Supervisor/Operations Manager for closing authorization

Checking warranties

Collecting and analyzing customer feedback

Customer Service

Work on the successful delivery of customer service excellence to all TransX customers

Answering questions about a company's products or services

Developing strong customer relationships through the successful management of products and service delivery

Responsible for the efficient service delivery as per the requirements driven by the shop management also to develop new avenues of retail shop business

Maintain clear lines of communication with all customers on all repair status updates using available platforms – phone, satellite message, email, etc.

Assist in handling customer or Owner Operator complaints and concerns documenting outcomes or additional action items

Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments

Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians





Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business

Resolving issues and troubleshooting technical problems

SKILLS & KNOWLEDGE

Education & Experience

High school diploma or GED equivalent.1 to 3 years of customer service or industry experience.

Valid driver's license and clean driving record.

Core Skills

Familiarity with basic vehicle parts and repair procedures.

Multitasking to manage phone calls, walk-ins, and shop workflow simultaneously.

Verbal communication to translate complex mechanic jargon into plain terms for clients.

Active listening to accurately document vehicle symptoms from drivers.

BENEFITS & PERKS

WHY JOIN TRANSX?

Large, Canadian owned company

Operating for over 50 years

Leading transportation and logistics services

11 Terminals across North America

Competitive compensation

Partnered training programs and learning supports

BENEFITS

RRSP company match programs

Training and tuition reimbursement

RECOGNITION PROGRAMS

Annual employee recognition & appreciation events

Years of service awards

Employee spotlights in our TransX Newsletter

Safety recognition

Annual performance incentives

OTHER PERKS

Employee and family assistance program

Encouraged work life balance

Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)

Professional & personal growth

TransX Ltd. is committed to building a culture of diversity, equity and inclusion also welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.
If you require accommodation for the recruitment process, please let us know at the point of application.

We thank all candidates for their interest; however, only candidates selected for an interview will be contacted.

Opt-Out Request Honored

Required
Always Active

Functional
Functional

Analytics
Analytics

Advertising
Advertising

#J-18808-Ljbffr

📌 Service Writer (Alberta)
🏢 Transx
📍 Alberta