Service Writer

Description

The Service Writer is a critical support role within Delta Leasing’s Service Department, ensuring accurate work order management, warranty claims processing, and timely billing. This position requires strong organizational skills, technical aptitude, and exceptional customer service to maintain efficient service operations. The ideal candidate will be detail-oriented, proficient with standard service software, and capable of managing multiple priorities in a fast-paced environment.

The Service Writer is a critical support role within Delta Leasing’s Service Department, ensuring accurate work order management, warranty claims processing, and timely billing. This position requires strong organizational skills, technical aptitude, and exceptional customer service to maintain efficient service operations. The ideal candidate will be detail-oriented, proficient with standard service software, and capable of managing multiple priorities in a fast-paced environment.

• Open, track, and close work orders in compliance with company and client requirements.
• Accurately process warranty claims, billable labor work orders, and associated follow-ups.
• Maintain an up-to-date service library with current technical documentation.
• Ensure timely submission of internal and client work orders with proper documentation.
• Update customer profiles using equipment hours, service history, and work order data.
• Maintain a clean, safe, and organized workspace, adhering to company safety policies.
• Manage service department records, filing systems, and documentation.

• Address and resolve customer concerns promptly.
• Track and resolve “comeback” repairs efficiently and professionally.
• Uphold company integrity by providing honest, transparent, and ethical service.
• Communicate effectively with customers, technicians, and management via phone, email, and in-person interactions.
• Be aware of and track “comebacks” and make sure the problem is corrected to the customer’s and Delta’s satisfaction.

• Communicate effectively, both written and orally.
• Analyze the requirements of the situation and take effective and corrective action.
• Work with minimum supervision, meet scheduled deadlines, and plan and organize the work accordingly.
• Proficiency in computer is required to generate relevant work reports.
• Responsive and exhibit excellent problem‑solving skills.

• Experience with general maintenance software is highly preferred.
• Experience working in a service department or a mechanical background, ideally in vehicle repair or maintenance or similar environment highly preferred.
• General understanding of mechanical / technical terms.
• Ability to write and work on routine reports and correspondence.
• Ability to negotiate customer complaints to a satisfactory resolution.
• Knowledge of business and management principles involved in strategic planning, budgeting, human resources, leadership, and logistics.
• Must be able to plan, organize, and direct activities associated with the maintenance of vehicles and equipment, communication with client management group, handle communication with vendors and proficient with computer and phone systems.
• Must have a clean, valid vehicle driver's license.
• Must be able to pass a pre‑employment drug screening and criminal background check and willing to comply with random drug screenings.
• Good organizational ability and attention to detail.

Must be able to comply with and provide oral and written instructions and prepare detailed contract status reports and updates to Delta Leasing and our clients if needed.

Must be able to effectively communicate and work with a variety of different personalities in a team atmosphere.

Must be able to work independently and provide fleet management, oversight, guidance and collaboration with internal staff, contractors, and vendors. The person in this position is the direct point of contact to interface with the end fleet management client.

The work is performed in office, shop and…