Service Writer MALL Energy, Inc. Longview, TX Job Details Full-time $47,840 - $56,160 a year 11 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Professional development assistance Life insurance Retirement plan Qualifications High school diploma or GED Full Job Description About MALL Energy MALL Energy is a leading provider of generator and power control solutions, delivering reliable, innovative, and efficient energy systems to industrial, commercial, and residential clients. With a commitment to excellence, we specialize in the service, maintenance, and installation of generators, power distribution systems, and advanced control technologies. We are seeking a skilled Service Writer to join our dynamic team and support our mission to keep power flowing seamlessly for our customers. Job Summary The Service Writer reviews all previous & the current day's jobs submitted by the technicians to ensure completeness, gives a thorough review of the technicians writeup, creates a billing comment, creates deficiencies (as needed), requests additional information from the technicians, as needed, and moves jobs through our internal workflow to close jobs out or prepare the service ticket for a return visit to complete the work, and serves as a point of contact for customers seeking service, maintenance, or repair for their generators and power control systems. This touchpoint typically occurs after a proposal, generated by the Service Writer, has been sent and a follow-up phone call or email is required. This role is critical in coordinating service requests with our Customer Service Coordinator, communicating with clients, and ensuring execution of service tasks. The ideal candidate will have strong organizational skills, a customer-focused mindset, and a solid understanding of generator and power systems operations.

Key Responsibilities Customer Interaction:

The service writer will be the first point of contact to a customer once a quote has been generated, or when calling to follow up on quotes or recommended service work. Provide exceptional customer service to ensure client satisfaction.

Work Order Management:

Create, track, and manage work orders, ensuring accurate documentation of service details, labor hours, parts requirements, & deficiencies after each job. All information is documented in the Daily Job Review worksheet for which the Service Writer is responsible for completing & maintaining.

Technical Communication:

Liaise between customers and service technicians to clarify job requirements, relay technical details, and provide updates on service progress.

Parts and Inventory Coordination:

Collaborate with Parts Research to ensure availability of necessary components for generator repairs and power control system maintenance when quotes are being generated. Responsible for staging job bins daily to ensure technicians are prepared for the next day's jobs.

Estimates and Quoting:

Prepare accurate service quotes and estimates for customers, ensuring clarity and transparency.

Record Keeping:

Maintain detailed records of customer interactions, service histories, and equipment performance in the company's service management system.

Upselling Opportunities:

Identify opportunities to recommend additional services, such as preventive maintenance contracts or system upgrades, to enhance customer reliability and satisfaction.

Qualifications Education:

High school diploma or equivalent required; associate's or bachelor's degree in a technical field preferred.

Experience:

Minimum of 2-3 years of experience in a customer service, administrative, or service coordination role, preferably in the generator, power systems, or related industry.

Technical Knowledge:

Familiarity with generators, power distribution systems, and control technologies (e.g., automatic transfer switches, load banks, or SCADA systems) is highly desirable. Skills Excellent communication and interpersonal skills to interact with customers and technical teams. Self-motivated and responsive to customer needs Strong organizational and multitasking abilities to manage multiple service requests simultaneously. Type efficiently and accurately, minimum 35 WPM Proficiency in service management software, CRM systems, and the Microsoft Office Suite, with daily hands-on use of Outlook, Excel, and Teams for communication and reporting. Comfortable navigating web-based tools and applications (e.g., Google Chrome) to support day-to-day service and customer management tasks. Ability to interpret technical documents, such as service manuals or schematics, is a plus. Attributes Detail-oriented, proactive, and able to work in a fast-paced environment. A customer-first mindset and a passion for problem-solving are essential. Thorough and resourceful Physical Requirements Ability to work in an office environment with occasional visits to service sites or customer locations. Must be able to sit for extended periods and use a computer for administrative tasks. Work Environment This is a full-time, on-site position at our MALL Energy office working 7A-4P or 8A-5p with a 1-hour lunch break. Occasional weekend and evening work may be required but is rare. Benefits Competitive salary based on experience. Comprehensive health, dental, and vision insurance. 401(k) with company match. Paid time off and holidays. Opportunities for professional development and training in generator and power control technologies.

Pay:

$47,840.00 - $56,160.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Application Question(s): How many years of experience do you have in customer service, administrative, or service coordination work? How many years of experience do you have using Microsoft products such as Outlook, Excel, and/or Teams? Do you have any experience with generators, power systems, or a similar service or industry?

Work Location:

In person