Service Writer

Service Writer

Reports To:

Service Manager

The primary function of the Service Writer is to ensure customers are greeted openly and friendly and to provide extra mile customer service. The individual receives customer requests for service, coordinates scheduling and customer uptime with triage. The Service Writer estimates the cost of repairs within set guidelines and manages shop repair orders process through technology. The individual also assists Service department with clerical duties, such as 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 Service Manager and shop foremen for task assignment. Ensures customers receive the most expedient service available through listening, questioning, and understanding repair requests.
• Works with Service Manager to ensure timely action taken and settled in areas of disputes and warranty.
• Assures 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, as well as suggests additional labor, parts, and body shop sales whenever possible (i.e., Preventive Maintenance Inspections, related service work, etc.).
• Contacts vendors and OEM’s 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 - Understanding the uniqueness and contributions of others
• Customer Focus - Anticipating, meeting and/or exceeding customer needs, wants and expectations
• Flexibility - Readily 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 in order to deliver desired outcomes within allotted time frames

• Interaction - The job requires frequent communication and engagement with others.
• People-Oriented - The job requires building rapport with a wide range of individuals.
• Customer-Oriented - The job requires identification and fulfillment of customer expectations.
• Versatile - The job requires adapting to various situations with ease.
• Frequent Change - The job requires rapid shifts between tasks.
• Urgency - The job requires decisiveness, quick response, and fast action.
• Persistence - The job requires finishing tasks despite challenges or resistance.
• Following Policy - The job requires adhering to rules, regulations or existing methods.
• Consistent - The job requires predictable performance in repetitive situations.

To perform this job successfully, an individual should know basic Computer skills and Repair Order Processing Software.

The individual may be required to work varied shifts, including evenings, weekends, or extended hours based on the repair shop's operational needs. They may also need to be available for on-call or emergency situations.

• Mobility:
  The individual should be capable of moving around the repair shop, including walking, standing, and potentially bending or kneeling to inspect vehicles or equipment.
• Vision:
  Good eyesight and visual acuity are important for the individual to oversee repairs, inspect components, read technical manuals, and ensure quality control.
• Hearing:
  The individual should have good hearing to communicate effectively with technicians, customers, and vendors, and to be aware of any audible warnings or signals in the repair shop.
• Manual dexterity: A certain level of manual dexterity is required for the individual to handle paperwork, use computer systems, and potentially assist technicians with tasks such as parts ordering or equipment setup.
• Lifting:
  While heavy lifting may not be the primary responsibility of the individual, the ability to occasionally lift and move objects such as tools, equipment, or parts may be necessary.

Palmer Trucks is a full-service Kenworth dealership network serving Ohio, Indiana, Kentucky and Illinois with a comprehensive package of products and services. As a family-owned business with more than a half-century history of growth and…