Service Writer

Job summary

The Service Writer acts as the primary liaison between maintenance and customers, initiating repair orders and coordinating service delivery. They are responsible for scheduling repairs, managing work orders, and ensuring clear communication regarding repair status and costs.

Job details

Service Writer Job Description Operating for over 50 years; the TransX 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) Please note this position is FULLTIME permanent Shift: Monday to Thursday 05:00-16:00 Reporting to the Shop Manager, 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. The Service Writer’s responsibilities revolve around the needs of the customer as they are the “first point of contact” our customers have with our business. We are looking for a dedicated service writer as they are a vital resource within TransX, the Service Writer is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect. Some responsibilities include filling the customer's needs, coordinating transactions between the facility and the customer, and performing cost and time estimates for those transactions. The Service Writer will track repairs and the causes of problems, schedule the best time for repair, and the appropriate service technician to ensure the customers’ needs are met. A successful Service Writer should possess excellent customer service and communication skills. They should also have the ability to translate customers' non-technical descriptions and relate them to the service technician, be strong relationship builders, proficient schedulers, and have the ability to support the Shop Manager to better build the business. 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 clear 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 * Handling customer complaints * Providing proactive customer outreach * Resolving issues and troubleshooting technical problems 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 * Comprehensive group health benefits * RRSP company match programs * Referral bonus program * Training and tuition reimbursement * Boot allowance 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.) * Team environment * Professional & personal growth APPLY TODAY! 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.

What you’ll do

The Service Writer acts as the primary liaison between maintenance and customers, initiating repair orders and coordinating service delivery. They are responsible for scheduling repairs, managing work orders, and ensuring clear communication regarding repair status and costs.

Requirements

The ideal candidate should possess excellent customer service and communication skills to effectively translate technical issues for technicians and customers. Strong organizational abilities are required to manage daily shop operations, repair scheduling, and customer documentation.

Benefits

• Comprehensive group health benefits • RRSP company match programs • Referral bonus program • Training and tuition reimbursement • Boot allowance • Annual employee recognition events • Employee and family assistance program • Corporate discounts

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Data entry · Preferred
• Communication Skills · Preferred
• Inventory management · Preferred
• scheduling · Preferred
• Relationship Building · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication skills
• Repair order management
• Scheduling
• Technical troubleshooting
• Relationship building
• Warranty processing
• Cost estimation
• Time management
• Workflow planning
• Data entry
• Conflict resolution
• Logistics coordination
• Inventory management
• Rapport Building
• Accountability
• Workflow Management
• Newsletters
• Planning
• Management
• Customer Service
• Communication
• Procurement
• Innovation
• Operations Management
• Operations
• Troubleshooting (Problem Solving)
• Electron Capture Detector
• Prioritization
• Diversification (Investing)
• Teamwork

Job areas

• Logistics
• Transportation
• Customer Service & Support
• Trades
• Administrative
• Service Writer
• Automotive Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives