Job Description

Crownstone Equipment is seeking an organized and customer-focused Service Writer to be the communication hub between our customers and service team. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent service from start to finish. The Service Writer will oversee the coordination of repair orders, service scheduling, and customer updates, ensuring every job flows smoothly from intake to completion. You’ll play a key role in supporting our technicians, maintaining accurate documentation, and helping customers get back to work quickly and confidently. If you’re passionate about customer service, teamwork, and keeping operations running efficiently, we’d love to hear from you.

Company Description

Crownstone Equipment is a leading dealership proudly representing premium brands such as Bobcat®, ExMark®, Toro®, Echo®, and Stihl®. With multiple locations across Pennsylvania (Adams County, Reading, Lancaster, York) and Maryland (Frederick, Hagerstown), Crownstone is committed to delivering exceptional equipment, service, and customer support. Our team takes pride in professionalism, collaboration, and care — serving customers like family and building lasting partnerships in the construction and landscaping industries.

Role Description

The Service Writer serves as the primary point of contact between customers and the service department, ensuring that equipment repairs and maintenance are scheduled, documented, and completed efficiently. This role requires strong communication skills to explain technical issues to customers, coordinate with technicians, and maintain accurate service records. The ideal candidate is organized, detail-oriented, and comfortable working in a fast-paced heavy equipment service environment.

Key responsibilities:

• Receives and handles all incoming service customer calls or visits in a courteous and professional manner.
• Coordinates day-to-day Shop & Field Service work order transactions in compliance with company policies and procedures to ensure maximum customer satisfaction.
• Gathers information to determine the type of service needed (i.e., type of repair, parts required and deadline for completion of repair) and estimate the time required for service.
• Works with Branch Manager, Service Manager or assigned technician to provide quotes to customers.
• Ability to assign work orders to the appropriate technician as well as set / manage the service work order schedule with minimal assistance.
• Ensures timely and accurate work order processing, employee time posting, parts orders, quotes, and customer follow-up where necessary.
• Communicates with customers on the status of jobs, including when work is completed.
• Reviews completed work orders for accuracy and closes to invoice in a timely manner.
• Must have a working knowledge of Windows computers and programs as well as have the ability to quickly learn and employ company specific systems and applications.
• Ability to cross train to support Branch Parts Counter and Rental duties as needed.
• All other duties as required.

Preferred qualifications:

• 2+ years of experience as a Service Writer, Service Advisor, or similar role in a heavy equipment or construction dealership.
• Strong customer service and communication skills.
• Working knowledge of diesel engines, hydraulics, or electrical systems.
• Proficiency with service management software (e.g. CDK) and Microsoft Office.
• High school diploma or equivalent; Associate’s degree preferred.
• OEM product training or certifications (e.g., Bobcat University, Doosan Training).
• Familiarity with warranty claims, repair estimates, and work order tracking.
• OSHA or other workplace safety certifications.

Essential Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit, use hands to finger, handle or feel and reach with hands and arms. The employee must occasionally lift and/or move up to twenty-five (25) pounds and may infrequently lift and/or move up to fifty (50) pounds. Specific vision abilities required of this job include close vision, distance vision, color vision and peripheral vision.

Note:   This position is considered safety sensitive.

McGrew Management Company and its affiliates provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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