About the Role The Service Writer 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. What You’ll Do Serve as the main point of contact for customers and greet them in person, by phone, and by email in a qualified and timely manner Clearly document customer concerns, symptoms and service requests Collaborate with 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 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 with scheduling service appointments and managing shop capacity Facilitate daily shop walkthroughs to capture information on the repair status, parts availability, and 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 Prepare and submit bi-weekly payroll reports Communicate with the accounting department to ensure repairs are authorized based on the customer

📌 Service Writer (Innisfil)
🏢 Federal Signal
📍 Innisfil