Are you organized, detail-oriented, and skilled at keeping things running smoothly? Do you enjoy helping customers, supporting a busy team, and taking pride in getting the details right? If so, we’d love to meet you!

The Service Writer plays an important role in the daily success of our Service Department. This position supports technicians, assists customers, and works closely with the Service Manager to keep service operations organized and on schedule.

This is an excellent opportunity for someone who enjoys variety, teamwork, customer service, and learning something new every day.

Daily Responsibilities

• Welcome   and assist customers in person and over the phone.
• Schedule  technician jobs and maintain an organized service calendar.
• Open  and manage work orders in CDK, including:
  • Verifying customer and equipment information.
  • Checking   warranty coverage and open recalls.
  • Reviewing  technician time entries for accuracy.
  • Ensuring labor, parts, and outside services are properly documented.
• Review completed technician work orders by:
  • Reading  technician notes for accuracy and completeness.
  • Confirming  all parts have been ordered, received, and properly accounted for.
  • Closing work orders to the correct account, including customer-pay, internal, warranty, and non-revenue accounts.
• Coordinate customer pickups and equipment deliveries.
• Communicate  service updates, timelines, and completed work to customers.
• Process  customer invoices and payments accurately and efficiently.
• Run  reports to track shop performance and service department metrics.
• Assist the Service Manager with daily administrative needs.
• Provide backup phone coverage as needed.

Weekly Responsibilities

• Check for open warranty recalls and campaigns.
• Review Work in Progress (WIP) to ensure work orders are current and nothing is overlooked.
• Follow  up with customers after equipment deliveries and completed service work.
• Take photos of service projects for marketing and promotional purposes when      appropriate.
• Follow up on open parts orders, technician notes, and incomplete work orders.

Monthly Responsibilities

• Review WIP with the Service Manager.
• Run  reports identifying customers with warranties approaching expiration.
• Send  reminder postcards or other customer communications.
• Assist  with reviewing service department performance and outstanding work orders.

Training and Performance Expectations

First 0–3 Months: Learn and Build a Strong Foundation

During the first three months, the Service Writer/Service Coordinator will focus on:

• Learning company policies, Service Department procedures, and customer-service expectations.
• Becoming  familiar with CDK, phone systems, scheduling tools, and internal processes.
• Learning how to accurately open work orders and verify customer and equipment information.
• Developing a basic understanding of warranty coverage, recalls, labor entries, and parts documentation.
• Building relationships with technicians, Parts Department employees, managers, and customers.
• Completing assigned Kubota University and company training.
• Demonstrating dependable attendance, professionalism, attention to detail, and a willingness to learn.

3–6 Months: Work More Independently

By three to six months, the Service Writer/Service Coordinator should be able to:

• Open,      update, review, and close routine work orders with limited assistance.
• Schedule      technician work while considering shop capacity and customer priorities.
• Communicate      clearly and professionally with customers regarding estimates, timelines,      and job status.
• Review      technician notes, time entries, and parts charges for completeness and      accuracy.
• Process      invoices and customer payments independently.
• Review      WIP and follow up on outstanding items.
• Recognize      when an issue needs to be escalated to the Service Manager.
• Consistently      complete assigned training and apply that knowledge to daily      responsibilities.

6+ Months: Demonstrate Full Ownership of the Role

After six months, the Service Writer/Service Coordinator should:

• Independently      manage daily service administration and coordination responsibilities.
• Maintain      accurate, complete, and timely work orders.
• Proactively      monitor WIP, recalls, expiring warranties, open parts orders, and customer      follow-ups.
• Help      maintain an organized and efficient technician schedule.
• Anticipate      department needs and address potential issues before they become larger      problems.
• Provide      reliable administrative support to the Service Manager and Service      Department.
• Build      strong customer relationships through consistent and professional      communication.
• Contribute      ideas that improve department efficiency, accuracy, and the overall      customer experience.
• Continue      developing knowledge of equipment, warranty procedures, and service      operations.

What We’re Looking For

• A positive, can-do attitude and willingness to learn.
• Strong attention to detail and excellent organizational skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Strong follow-through and the ability to remember important details.
• An accounting background or basic understanding of general ledger accounting.
• Experience with Microsoft Excel, including:
• Spreadsheet formatting.
• Basic formulas.
• VLOOKUP or similar lookup functions.
• Combining information from multiple worksheets.
• Experience answering phones and scheduling appointments.
• Experience with customer billing and payment processing.
• Clear and professional written and verbal communication skills.
• Dependable, self-motivated, and able to work both independently and as part of a team.
• A friendly and professional approach with customers and coworkers.
• Bilingual skills are a plus but are not required.
• Previous dealership, equipment, automotive, agricultural, or service department experience is helpful but not required.