Service Writer

Are you a highly organized, customer-focused professional who enjoys coordinating service operations, communicating with customers, and supporting technicians? SEI is looking for a Service Writer at our Baltimore , MD branch to serve as the communication hub between our customers, technicians, and service department.

As a key member of our service team, you will help ensure equipment repairs are completed efficiently and accurately by coordinating service schedules, maintaining work orders, processing technician time, communicating repair status updates, and handling warranty administration. This role plays a critical part in delivering an exceptional customer experience while supporting branch service operations.

Who We Are

Stephenson Equipment, Inc. has been an industry leader in Pennsylvania, New York, Maryland, D.C., and Virginia since 1957, providing sales, rentals, parts, and service for construction equipment, cranes, paving, road building, and road maintenance equipment.

What you will do:

• Serve as the primary point of contact for customers regarding repair status and service updates.
• Coordinate daily service schedules and job planning with technicians and service management.
• Create and process repair estimates for customer approval.
• Open, review, and close work orders accurately and efficiently.
• Review technician paperwork and labor entries for accuracy and completeness.
• Enter and approve technician timesheets within company software systems.
• Create purchase orders and support job costing activities.
• Manage work-in-process and assist with timely job completion and invoicing.
• Track repair progress and proactively communicate updates to customers.
• Verify warranty coverage and submit warranty claims to manufacturers.
• Monitor and track warranty reimbursements.
• Maintain accurate service and customer records within company systems.
• Support the service department in delivering an exceptional customer experience.
• Collaborate with parts, sales, and service personnel to ensure repair efficiency and customer satisfaction.