Service Writer

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Description

About GenServe:

GenServe is the nation's leading independent provider of scheduled and emergency power generator maintenance, repair, and sales, primarily serving commercial customers. Established in 1990, GenServe has the largest team of EGSA-certified technicians in the Northeast and a growing presence across the U.S. Through a combination of organic growth and strategic acquisitions, GenServe is rapidly expanding its national footprint as a one-stop shop for generator solutions.

Position Summary:

The Service Writer is responsible for managing the end-to-end quoting process, from receiving initial requests to monitoring quote backlog and job profitability. This role requires daily interaction with technicians and customers to gather necessary information, research parts and labor costs, apply appropriate pricing, and ensure timely follow-up. The Service Writer enters and tracks quotes using QuoteWerks, Salesforce, and GoldMine, and ensures accuracy and consistency across platforms. Key responsibilities include maintaining a turnaround time of 1-2 days, monitoring pending quotes to ensure timely resubmission, coordinating with the Parts Coordinator upon quote acceptance, and reviewing job profitability to improve future estimations. This position plays a critical role in ensuring efficient quote processing and customer satisfaction.

Key Responsibilities:

• Receive quote requests from technicians or customers and follow up as needed to obtain all required information.
• Accurately enter quotes into ServiceTitan and/or Salesforce, ensuring customer data is maintained and up to date in Salesforce.
• Monitor quote request backlog and ensure turnaround time within 1-2 business days of receipt.
• Research necessary parts and labor for repairs, confirm pricing, and consult with technicians or customers when clarification is needed.
• Apply standard material markups and labor rates, obtaining necessary approvals for any deviations from standard pricing.
• Send completed quotes to customers and conduct follow-up within 2-3 business days using ServiceTitan/Salesforce alerts.
• Notify the Parts Coordinator when quotes are accepted to initiate job setup and parts ordering.
• Monitor the backlog of submitted but pending quotes to ensure aging does not exceed 90 days.
• Re-submit and follow up on quotes that remain pending beyond 90 days.
• Conduct monthly reviews of job profitability and identify discrepancies or errors in cost estimation to improve quoting accuracy.