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Transx Ltd

Service Writer

Calgary, AB, Canada

Job type: Full-time
Posting language: English
Posted: Sep 22, 2026

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Original job description

Service Writer

Job Description

Operating for over 50 years; the TransX is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customer’s business needs.

SUMMARY – Service Writer (Full-Time)

Please note this position is FULLTIME permanent

Shift: Monday to Thursday 05:00-16:00

Reporting to the Shop Manager, the Service Writer's role is to act as a liaison between Maintenance and all TransX customers including the Procurement divisions within Transx. In collaboration with Shop Management and Operations, the Service Writer will initiate services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records.

The Service Writer’s responsibilities revolve around the needs of the customer as they are the “first point of contact” our customers have with our business. We are looking for a dedicated service writer as they are a vital resource within TransX, the Service Writer is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect. Some responsibilities include filling the customer's needs, coordinating transactions between the facility and the customer, and performing cost and time estimates for those transactions. The Service Writer will track repairs and the causes of problems, schedule the best time for repair, and the appropriate service technician to ensure the customers’ needs are met. A successful Service Writer should possess excellent customer service and communication skills. They should also have the ability to translate customers' non-technical descriptions and relate them to the service technician, be strong relationship builders, proficient schedulers, and have the ability to support the Shop Manager to better build the business.

KEY ACTIVITIES

Planning & Daily Operations

Prepare shift plans and ensures the workload is pre-staged, so there is no delay when the technicians report for work
Coordinate with the Shunter to pre-stage incoming work, so that technician wait times are minimal, planning is the key here
Ensure that cross shift communication is clear using email, general notes and verbal communications
Communicate regularly with all TransX customers if repairs are on time and as planned (ECD)
Notify the shop management/customers of any additional custom requests that are outside the scope of the plan and work with the shop management/customers to re-prioritize the plan or reschedule the request to balance between the in-house versus farmed out works
Ensure that the wash-bay work is planned such that the daily quotas will be met or exceeded also to assist the shop management in developing retail business
Ensure that driver or customer check-in sheets are properly filled out to minimize any lag time while waiting on clarity of the issues noted
Ensure that a back-up plan has been identified in the event of pre-planned work failure to make sure that the workflow is not impacted

Work Order Management

Open required work orders ensuring proper coding and addressing pending repair works (RO’s)
Entering the details of repair jobs on the company's network and preparing repair instructions and lists of needed replacement parts to the Service Technicians
Ensure that all RO’s are created correctly as per company requirements, recording accurate unit mileage or hours
Ensure that all complaints of the customers are reflected clearly on the work order for technicians to diagnose and report accurately
Update TMT RO status in real time and notify the customers
Prep all RO’s in completed status for closing – checking labor lines (SRT), parts lines (shrinkage and gains) and any comments so that RO can be closed in a timely manner
Elevate all RO’s over the Service Writer’s close threshold to the Shop Supervisor/Operations Manager for closing authorization
Checking warranties
Collecting and analyzing customer feedback

Customer Service

Work on the successful delivery of customer service excellence to all TransX customers
Answering questions about a company's products or services
Developing strong customer relationships through the successful management of products and service delivery
Responsible for the efficient service delivery as per the requirements driven by the shop management also to develop new avenues of retail shop business
Maintain clear lines of communication with all customers on all repair status updates using available platforms – phone, satellite message, email, etc.
Assist in handling customer or Owner Operator complaints and concerns documenting outcomes or additional action items
Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments
Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians
Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business
Handling customer complaints
Providing proactive customer outreach
Resolving issues and troubleshooting technical problems

BENEFITS & PERKS

WHY JOIN TRANSX?

Large, Canadian owned company

Operating for over 50 years
Leading transportation and logistics services
11 Terminals across North America
Competitive compensation
Partnered training programs and learning supports

BENEFITS

Comprehensive group health benefits
RRSP company match programs
Referral bonus program
Training and tuition reimbursement
Boot allowance

RECOGNITION PROGRAMS

Annual employee recognition & appreciation events
Years of service awards
Employee spotlights in our TransX Newsletter
Safety recognition
Annual performance incentives

OTHER PERKS

Employee and family assistance program
Encouraged work life balance
Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
Team environment
Professional & personal growth

APPLY TODAY!

TransX Ltd. is committed to building a culture of diversity, equity and inclusion also welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.

If you require accommodation for the recruitment process, please let us know at the point of application.

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More about this job

Responsibilities

The Service Writer acts as the primary liaison between maintenance and customers, initiating service requests and managing repair orders. They are responsible for scheduling repairs, providing cost estimates, and ensuring clear communication regarding repair status and timelines.

Requirements

The ideal candidate should possess excellent customer service and communication skills to effectively translate technical issues for technicians. They must be proficient in scheduling, relationship building, and managing shop operations to support the Shop Manager.

Skills

Customer service
Communication skills
Repair order management
Scheduling
Technical troubleshooting
Relationship building
Cost estimation
Time estimation
Warranty verification
Workflow planning
Data entry
Conflict resolution
Inventory management
Logistics coordination

Benefits

Comprehensive group health benefits
RRSP company match programs
Referral bonus program
Training and tuition reimbursement
Boot allowance
Annual employee recognition events
Years of service awards
Safety recognition
Annual performance incentives
Employee and family assistance program
Corporate discounts

Visa sponsorship

Not detected in the job text

Keywords

Service Writer
Transportation
Logistics
Maintenance
Repair Orders
TMT
Warranty
Shop Management
Customer Relations
Scheduling
Operations
Fleet Maintenance
Trucking
Procurement
Workflow Optimization
Technical Support
Service Excellence
Reporting
Data Management
Safety

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