An industrial Service Writer (or Service Advisor) acts as the essential liaison between customers and technicians, scheduling repairs, creating detailed work orders, and managing maintenance documentation for industrial machinery or equipment. They translate technical issues into repair instructions, generate cost estimates, and ensure high customer satisfaction.
Customer Liaison: Communicating with customers regarding service needs, providing updates, and managing expectations. Work Order Creation: Developing detailed work orders, including parts lists, labor, and time estimates.
Service Estimator / Parts Estimator: These individuals specialize in procuring parts and quoting services. They work closely with suppliers to secure parts and collaborate with service managers to quote repairs identified during technician inspections
- Create crane repair quotes by using the inspection reports, safety documentation and technician service orders
- Interact with technicians, Service Supervisor, Service Manager, vendors and customers to construct the proper repair quotes
- Responsible for processing spare parts orders received at the service branch
- Send out finished processed repair quotes to customers
- Responsible for tracking and receiving parts for inspection repair jobs
- Notifies service department for scheduling when repair parts have arrived and verified
- Follow up on active repair quotes on a regular basis and documents the progress
- Archive repair quotes per Service Manager direction
- Provide the required support to the service technicians in the field regarding parts and component identification
- Assist with service job quoting when required
- Assist Service Supervisor with planning and scheduling work when required
- Communicate with sub-contractors, vendors and customers
- Review technical documentation for completing quotes
- Assist branch management with customer issue resolution when required
- Resolve all customer issues to their satisfaction and in the best interest of both the customer and Mazzella Companies.
- Oversee routine changes to the Active Quote Log, as needed; ensures the Active Quotes Log reflects current status of any active repair work and spare parts sales and is updated appropriately.
- Participate in the weekly planning and goals meetings.
- Other duties as assigned
