Job Description

Service Administrator / Writer

Custom Truck One Source (CTOS) is seeking a Service Administrator / Writer to support our Service Department in Hooksett, NH. This role is ideal for someone with strong customer service skills and an interest in trucks, equipment, or mechanical operations.

Position Summary

The Service Administrator provides administrative and customer-facing support to ensure efficient daily operations within the Service Department. This role acts as a key liaison between customers and technicians.

Key Responsibilities

• Serve as primary point of contact for service-related communication (email & phone)
• Schedule and confirm service appointments; perform follow-ups
• Gather and maintain accurate customer and equipment information
• Open, update, and close repair orders, ensuring accuracy and completeness
• Clearly document customer concerns and service instructions
• Communicate repair status, timeline updates, and estimate changes to customers
• Coordinate with internal teams on repair progress and unexpected issues
• Prepare service agreements and invoices
• Maintain detailed notes within repair orders
• Utilize internal systems (M3, Salesforce, Power BI, Record360, etc.)

Qualifications

• High school diploma or equivalent
• 6–12+ months of administrative, service writing, or related experience
• Strong communication and customer service skills
• Ability to multitask and stay organized in a fast-paced environment
• General computer proficiency (MS Office, web-based systems)
• Experience with inventory or service ERP software (M3 or similar) is a plus
• Knowledge of trucks, heavy equipment, or aerial equipment preferred

Work Environment

• Primarily office-based with occasional time in the shop
• Standard schedule with flexibility for additional hours as needed

Benefits

• 401(k) with company match
• Medical, dental, vision, and life insurance
• Paid vacation, sick time, and holidays
• Short-term & long-term disability
• Tuition reimbursement & employee development programs
• Partner discounts

Equal Opportunity Employer

Custom Truck One Source is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.

You should be proficient in:

• Retail Sales
• Customer Service
• Service Advisor/Writer
• Equipment/Parts Counter Sales
• Business-to-Business (B2B)
• Business-to-Consumer (B2C)
• Excellent Communication Skills

Machines & technologies you'll use:

• ERP Software