Service Writer

Overview

The primary function of the Service Writer is to greet customers openly and provide exceptional customer service. The individual receives customer requests for service, coordinates scheduling and customer uptime with triage, estimates repair costs within set guidelines, and manages shop repair orders through technology. The role also supports the Service department with clerical duties, including documentation required for warranty, policy settlements, customer, and vendor contact.

• Receives inbound customer phone calls concerning service scheduling and requests.
• Greets and assists drivers at the location with their unit.
• Coordinates and tracks the status of customer repair orders with the Service Manager and Shop Foremen for task assignment. Ensures customers receive the most expedient service through listening, questioning, and understanding repair requests.
• Works with the Service Manager to ensure timely action and resolution in areas of disputes and warranty.
• Ensures all documentation necessary for the sale of labor (customer, internal, and warranty) is complete and properly executed.
• Maintains repair orders by ensuring they are properly opened and closed timely.
• Stays informed of current service bulletins, recalls, and warranty information.
• Informs the Service Manager of all customer complaints so they may be handled before the vehicle leaves the shop.
• Advises customers of needed service work and suggests additional labor, parts, and body shop opportunities where appropriate (e.g., Preventive Maintenance Inspections, related service work).
• Contacts vendors and OEMs for product information or authorizations.
• Obtains purchase orders from customers and sublet providers.
• Participates in training to stay current on technical and warranty issues.
• Assists in maintaining a clean shop and office area.

• Conflict Management - Understanding, addressing, and resolving conflict constructively
• Interpersonal Skills - Effectively communicating, building rapport, and relating well to all kinds of people
• Understanding Others - Recognizing the uniqueness and contributions of others
• Customer Focus - Anticipating, meeting, and/or exceeding customer needs, wants, and expectations
• Flexibility - Modifying, responding, and adapting to change with minimal resistance
• Teamwork - Cooperating with others to meet objectives
• Influencing Others - Personally affecting others actions, decisions, opinions, or thinking
• Time and Priority Management - Prioritizing and completing tasks to deliver outcomes within allotted time frames

• Interaction - Frequent communication and engagement with others
• People-Oriented - Building rapport with a wide range of individuals
• Customer-Oriented - Identifying and fulfilling customer expectations
• Versatile - Adapting to various situations with ease
• Frequent Change - Rapid shifts between tasks
• Urgency - Decisiveness, quick response, and fast action
• Persistence - Finishing tasks despite challenges or resistance
• Following Policy - Adhering to rules, regulations, or existing methods
• Consistent - Predictable performance in repetitive situations

To perform this job successfully, basic computer skills and Repair Order Processing software knowledge are needed. Working hours may vary, including evenings, weekends, or extended hours based on the shop’s needs. Availability for on-call or emergency situations may be required.

The physical demands described here are representative of those that must be met to perform the essential functions. Typical requirements for a heavy-duty diesel truck repair shop role include:

• Mobility:
  Ability to move around the repair shop, including walking, standing, bending, or kneeling as needed.
• Vision:
  Good eyesight and visual acuity to oversee repairs, inspect components, read manuals, and ensure quality control.
• Hearing:
  Ability to communicate effectively and be aware of audible warnings or signals.
• Manual dexterity:
  Ability to handle paperwork, use computer systems, and assist technicians when needed.
• Lifting:
  Ability to occasionally lift and move objects such as tools, equipment, or parts.