Service Writer

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Full Time Lancaster, CA, US

We are seeking a customer-focused and detail-oriented Service Writer to serve as the primary point of contact between customers and the service department. The Service Writer is responsible for understanding customer needs, documenting service requests, preparing estimates and work orders, coordinating with technicians, and keeping customers informed throughout the service process.

The ideal candidate has strong communication and organizational skills, understands service operations, and can effectively balance customer service, technical information, scheduling, and administrative responsibilities.

Minimum Qualifications

• High school diploma or equivalent; additional education or technical training is a plus.
• 2+ years of experience in automotive, recreational vehicle, marine/boat, maintenance, repair, or related service operations.
• Customer service, service advising, estimating, or service-writing experience preferred.
• Strong verbal and written communication skills.
• Ability to understand and communicate technical information to customers in a clear and professional manner.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customers, work orders, and priorities in a fast-paced environment.
• Basic computer skills and proficiency with Microsoft Office or similar software.
• Ability to accurately document customer concerns, service recommendations, parts, labor, and other work-order information.

Preferred Qualifications

• Previous Service Writer, Service Advisor, Service Coordinator, or similar experience.
• Recreational vehicle, marine/boat, automotive mechanical, or technical service experience.
• Knowledge of vehicle, equipment, mechanical, electrical, or maintenance systems applicable to the business.
• Experience preparing repair estimates, invoices, purchase orders, or work orders.
• Ability to read and interpret service manuals, technical documentation, inspection reports, or repair recommendations.
• Experience in handling warranty services.
• Bilingual communication skills are a plus.

Responsibilities

• Serve as the primary point of contact between customers and the service department.
• Open, maintain, and close service work orders.
• Communicate customer concerns and service requirements to technicians and service personnel.
• Review technician findings and explain recommended repairs or services to customers.
• Prepare estimates and obtain appropriate customer authorization before work is performed.
• Communicate pricing, timelines, repair recommendations, and changes in scope to customers.
• Monitor the progress of repairs and keep customers informed of status and delays.
• Coordinate scheduling of service appointments, inspections, repairs, and follow-up work.
• Coordinate with technicians, parts personnel, vendors, and management to ensure efficient service completion.
• Verify parts availability and communicate potential delays or substitutions.
• Review completed work orders for accuracy and completeness.
• Prepare invoices and assist with payment processing as applicable.
• Maintain accurate customer, vehicle/equipment, service, and warranty records.
• Address customer questions, concerns, and complaints professionally and work toward appropriate resolutions.
• Assist with warranty claims, documentation, and manufacturer requirements as applicable.
• Follow company policies, safety procedures, and quality standards.
• Perform other related duties and projects as assigned.

Physical Demands and Work Environment

• Ability to work indoors and outdoors.
• Ability to bend, stoop, kneel, squat.
• Ability to work in noisy and dusty conditions.
• Must be able to wear required personal protective equipment (PPE) when entering shop or service areas.

The physical and environmental demands described here are representative of those an employee can encounter while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.