Service Writer

TEMSA North America, Inc. (TNA) is a subsidiary of TEMSA, one of the world’s leading automotive companies. TEMSA is one of the world's leading coach manufacturers. We provide a diversity of transportation solutions for our customers, building on our 50 years of experience. TEMSA North America partners with bus operators to provide parts, service, and warranty support, along with access to TEMSA’s innovative line of coaches.

With a national service center in Orlando, FL, and a dedicated service center in California, TNA ensures comprehensive customer support across North America through its strategically positioned service teams and mobile service vans.

The Service Writer serves as the primary liaison between customers, technicians, vendors, and management within the dealership service department. This position is responsible for delivering professional, high-end customer service experience while ensuring efficient work order management, accurate documentation, warranty administration, and operational support throughout the service process.

The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of managing multiple priorities in a fast-paced dealership environment.

• Greet customers professionally and perform vehicle intake procedures for all incoming service units.
• Accurately document customer concerns, requested repairs, unit condition, mileage, and service details at time of check-in.
• Maintain consistent communication with customers throughout the repair process, including daily status updates for both internal and external customers.
• Provide a luxury dealership-level customer experience through proactive communication, professionalism, and timely follow-up.
• Answer incoming phone calls, direct calls appropriately, and assist customers with service-related inquiries.

• Open, maintain, and close Work Orders (ROs) for all incoming service work.
• Ensure all active work orders are accurately tracked, updated, and documented throughout the repair process.
• Verify technician labor hours are posted daily to the appropriate work orders.
• Ensure all parts, miscellaneous charges, outside labor, and vendor expenses are accurately applied to work orders.
• Prepare completed work orders for Service Manager review, final authorization, and customer invoicing.
• Maintain accurate and organized service records, maintenance files, vehicle histories, and supporting documentation.
• Process all outside vendor work within the dealership work order system, including creation and reconciliation of MPOs (Miscellaneous Purchase Orders).
• Contact vendors to obtain invoices and support documentation for outside services.
• Enter MPOs and vendor charges into the accounting and maintenance management systems accurately and timely.
• Coordinate outside repair activity and ensure all documentation is properly attached to the applicable work order.
• Track outsourced repairs to ensure timely completion and accurate billing.

• Maintain and track all extended warranty documentation associated with work orders.
• Submit warranty claims and supporting documentation to manufacturers and warranty providers including Allison, Cummins, and other applicable vendors.
• Follow up on warranty invoices, certificates, approvals, and claim status to ensure timely reimbursement and proper recordkeeping.
• Process and monitor manufacturer warranty claims while maintaining accurate claim status records.
• Submit completed documentation upon vehicle sale for warranty registration purposes.

• Generate daily operational and performance reports from work order system and other dealership management systems for management review.
• Prepare reports tracking technician productivity, labor efficiency, department performance, and work order status.
• Support the Service Manager in achieving departmental goals, workflow efficiency, and operational excellence.
• Assist with administrative, clerical, and departmental support duties as assigned by management.
• Participate in special projects, additional…