Service Writer

Company Details

Vancer was formed to create custom maintenance-of-way (MOW) equipment for rail clients. Our employees are the cornerstone of our business and key to ensuring we develop and deliver successful solutions that meet the needs of our railroad customers. 

Position Overview

The Service Writer serves as the main point of contact for customers, handling service scheduling, parts order entry, and related documentation for machine repairs. This role also supports the Condition Monitoring program, which uses technology to assess equipment health and proactively address issues, helping reduce downtime. By managing service coordination and customer communication, the Service Writer plays a vital role in building trust and promoting long-term customer loyalty. This position can be located in Omaha or Lincoln.

PRIMARY JOB DUTIES: 

•            Manages service repair quotes and work orders by opening, processing, and closing them using standard jobs. Gathers accurate problem details from customers and secures service manager approval when necessary.

•            Verifies warranty and service contract coverage and informs customers of required services, recalls, and DOT inspections.

•            Ensures accuracy and alignment between orders and invoices, and identifies add-on sales opportunities to communicate effectively with customers.

•            Converts quotes to work orders or closes them as appropriate. Coordinates parts research and ordering, and obtains or issues internal purchase orders when needed.

•            Collaborates with other dealers' service departments to schedule repairs when equipment is out of territory.

•            Schedules equipment repairs by dispatching work orders to field technicians based on skills, expertise, and availability, aiming to minimize customer downtime and optimize technician utilization.

•            Delivers exceptional customer service by keeping customers informed of repair status and estimated completion times. Follows up post-repair to maintain strong customer relationships.

•            Analyzes condition monitoring data (e.g., SOS reports, fault codes, inspections, electronic data, equipment history) to determine if Condition Monitoring Alert (CMA) actions are needed.

•            Provides technically sound recommendations to ensure visibility into critical equipment health for both internal and external customers.

•            Develops and optimizes VisionLink programs and predictive maintenance strategies to monitor machinery parameters and detect early signs of failure.

•            Performs additional duties as required and assigned.

About Vancer

BENEFITS: 

• Medical (and FSA/HSA plans), Dental, Vision Insurances 
• Paid Vacation and Holidays 
• Company-paid Basic Life Insurance 
• Supplemental Term Life Insurance 
• 401(k) with Profit Sharing 
• Tuition Reimbursement and In-house Training Dept. 
• Paid Military Leave 
• Short and Long-Term Disability 
• Safety Glasses and Boot Program

ABOUT VANCER: 

Built in Nebraska, Vancer was founded to engineer, build, and distribute quality, innovative and safe maintenance-of-way (MOW) equipment for the railroad industry.  By working closely with Class I railroads, Vancer has developed and supplied high quality, MOW solutions that help maintain thousands of miles of track each year.  At Vancer, we take great pride in keeping our finger on the pulse of the rail industry. We listen. We learn. And we are committed to finding successful solutions for our railroad customers for many years to come.

Vancer is an equal opportunity employer and affords equal opportunity to all applicants for all positions. Vancer shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.