Service Writer

Fort Equipment is a locally owned and operated Kubota dealership that has served the Amherst area for over 45 years. We're proud of the team we've built-many of our employees have been with us for years, reflecting our commitment to a respectful, supportive, and stable workplace. We provide opportunities to learn and grow, encourage teamwork, and strive to create an environment where employees can build rewarding long-term careers while helping our customers succeed.

We're seeking a Service Writer to join our team and help ensure our Service and Rental Departments continue delivering excellent customer support.

Position Title: Service Writer

Reports To: Service Manager

Job Summary

The Service Writer (SW) is responsible for providing an exceptional customer experience while supporting the efficient and profitable operation of the dealership's Service Department. Acting as the primary point of contact between customers and the service team, the SW identifies and documents customer service and repair needs, prepares accurate work orders, coordinates with technicians, and keeps customers informed throughout the repair process.

The role ensures that service work is properly scheduled, prioritized, documented, and completed in a timely manner while maintaining high standards of quality and customer satisfaction. The SW also supports the growth of the Service Department by identifying appropriate maintenance and repair opportunities, providing clear estimates, following up with customers, and building long-term relationships based on trust, reliability, and professional service.

Responsibilities

• Act as the first point of contact for customers with service or rental inquiries, providing professional, friendly, and timely assistance. Gather relevant information, understand customer needs, answer questions, and ensure requests are directed and handled appropriately.
• Assist in the daily coordination of the Service Department to support an organized and efficient workflow. Help prioritize incoming service requests, monitor jobs in progress, coordinate required parts or information, and assist in ensuring customer commitments and service timelines are met.
• Help manage technician schedules and work assignments by coordinating jobs based on technician availability, skill requirements, job priority, and expected completion dates. Monitor workflow throughout the day and communicate changes or priorities as required.
• Prepare and maintain accurate work orders for customer, internal, and warranty jobs, ensuring all required information is clearly documented, including customer concerns, equipment information, requested repairs, technician notes, parts, labour, and other relevant details. Ensure work orders are complete and accurate before closing or submitting for warranty processing.
• Maintain clear and consistent communication with Service Technicians regarding work assignments, customer concerns, repair requirements, priorities, timelines, and changes to the scope of work. Follow up on job progress and help resolve questions or issues that could delay completion.
• Keep customers informed throughout the service process, including providing updates on repair status, estimated costs, additional recommended work, delays, and anticipated completion times. Obtain customer authorization when additional repairs or costs are identified.
• Support a positive customer experience from initial contact through completion, ensuring customers understand the work performed, addressing questions or concerns, and helping build long-term customer relationships through responsive and dependable service.

Qualifications

Education

• High school diploma or equivalent required.
• Post-secondary education in business administration, automotive or equipment service, mechanical trades, or a related field is considered an asset.
• Relevant industry experience, training, or a combination of education and practical experience will be considered.
• Manufacturer, dealership, warranty, or equipment-specific training is considered an asset.

Experience

• Previous experience in a service writer, service advisor, customer service, parts, rental, or equipment dealership environment is considered an asset.
• Any other related experience.
• Mechanical aptitude and general knowledge of agricultural, construction, or power equipment.

Skills/Competencies

• Strong customer service and interpersonal skills with the ability to build positive, professional relationships with customers.
• Mechanical aptitude and general knowledge of agricultural, construction, or power equipment is considered an asset; willingness and ability to learn Kubota equipment and products is essential.
• Strong organizational and time-management skills with the ability to coordinate multiple service jobs, priorities, and deadlines.
• Excellent verbal and written communication skills, with the ability to communicate effectively with customers, technicians, parts personnel, and management.
• Strong attention to detail and accuracy when preparing work orders, documenting repairs, processing warranty information, and maintaining service records.
• Ability to work effectively in a fast-paced service environment and adjust priorities as customer needs and operational demands change.
• Strong problem-solving skills with the ability to identify issues, gather information, and work collaboratively toward practical solutions.
• Comfortable using computers, dealership management systems, email, and other service-related software.
• Ability to work independently while contributing positively to a team-oriented environment.
• Professional, dependable, and customer-focused with a strong sense of accountability and follow-through.
• Valid driver's licence required.

Behaviors

• Service Excellence - must be the best at what they do and go the extra mile, needs to be flexible, customer focused, feel the need to constantly improve, provide top quality work.
• Accountability - ability to keep their word, deliver results, be committed to their responsibilities, have strong willpower and act as if the company is their own.
• Teamwork - must have team spirit and be able to work within a team and empower one another.
• Honesty - must be an open communicator, sincere, trustworthy and transparent. Always ethical and behave and act in the best interest of the company and team members.
• Diversity - Respectful and open to different cultures and opinions, have an eye for all stakeholders. "Think Global, Act Local".

Special Requirements/Training

• A valid NB/NS Driver's License.

Working Conditions

• Most job duties will be in an office, service desk, and garage environment.
• Monday to Friday work week, day-time hours, 40 hours a week.

Physical Requirements

• Sitting and standing in an office, counter environment.
• Occasional and light duty lifting may be required.