Service Writer

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 inspectionsCreate crane repair quotes by using the inspection reports, safety documentation and technician service ordersInteract with technicians, Service Supervisor, Service Manager, vendors and customers to construct the proper repair quotesResponsible for processing spare parts orders received at the service branchSend out finished processed repair quotes to customersResponsible for tracking and receiving parts for inspection repair jobsNotifies service department for scheduling when repair parts have arrived and verifiedFollow up on active repair quotes on a regular basis and documents the progressArchive repair quotes per Service Manager directionProvide the required support to the service technicians in the field regarding parts and component identificationAssist with service job quoting when requiredAssist Service Supervisor with planning and scheduling work when requiredCommunicate with sub-contractors, vendors and customersReview technical documentation for completing quotesAssist branch management with customer issue resolution when requiredResolve 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 assignedEducationA high school diploma or GED is required; trade school, military or crane service training program preferred.Experience & Skills2 years in a sales or service role or equivalent military experience, or the equivalent combination of education and experience is requiredWillingness to stay educated in the crane industry; as cranes become increasingly sophisticated, need to be increasingly computer literate and technologically savvy.Must be detail oriented, self-motivated and disciplined with the ability to multi-taskStrong analytical, conceptual and planning skills are requiredWritten and verbal communication skillsExcellent math skills and overall PC literacy (Microsoft Office) are requiredValid driver’s license in good standing that meets company requirementsBi-lingual capabilities (English/Spanish) is a plusMust successfully complete a criminal background check, drug screen and E-verifyAt Mazzella, we're more than just a company – we're a family. With over 1200 employees and 40 locations, we lead the industry with humility and dedication to our people. When you join us, you become part of a team-oriented environment where your well-being and growth are our top priorities.Why Join Mazzella?Team-Oriented Environment: Experience the power of collaboration and support from colleagues who genuinely care about your success.Work-Life Balance: Enjoy a real balance between your professional and personal life, ensuring fulfillment both at work and at home.Growth and Development: Embark on a lifelong learning journey with tailored development opportunities and a clear career path.Humble, Hungry, Smart Culture: Embrace our core values of humility, hunger for excellence, and smart decision-making, creating a culture of respect and innovation.Market-Competitive Salaries: Receive compensation that recognizes your contributions and reflects our commitment to fair and competitive pay.Comprehensive Benefits: Access a wide range of benefits, including paid time off, affordable health insurance, dental, vision, 401(k) with company match, life insurance, and disability insurance.Free Virtual Doctor Visits: Take advantage of our Teledoc service for virtual doctor visits with $0 copay, prioritizing your health and convenience.Tuition Reimbursement: Invest in your future with our tuition reimbursement program, supporting your continued education and personal growth.At Mazzella, our core values drive everything we do:Be Safe – personal commitment to all stakeholder’s well-being; purposeful control of riskBe a Lifelong Learner – routinely acquire new skills and capabilities that bring valueBe Humble – lack excessive ego or concerns about status. Emphasize the Team over selfBe Hungry – always looking for more, self-motivated, and diligent. Do more than to just get by, committedBe Smart – common sense about people, good judgement, and intuition around their impact on group dynamicsJoin us at Mazzella and experience the difference of working with a company that puts people first. Together, we'll achieve greatness and shape the future of our industry.EOE/Drug Free Workplace