Mechanical Service Writer

About the role

We are seeking an experienced and customer-focused Mechanical Service Writer to join our team. In this role, you'll serve as the bridge between customers and technicians, helping diagnose customer concerns, prepare accurate repair estimates, and ensure a smooth repair experience from check-in to vehicle delivery.

Responsibilities

• Greet customers, listen to vehicle concerns, and accurately document repair and maintenance needs
• Prepare detailed repair estimates including labor, parts, and additional services
• Communicate recommended repairs, maintenance services, and associated costs clearly and professionally
• Coordinate with technicians to verify repair needs, prioritize workflow, and update estimates as needed
• Monitor repair progress and proactively communicate status updates to customers
• Schedule appointments and manage daily service workflow to maximize shop efficiency
• Review completed repairs with customers and explain services performed
• Process repair orders, invoices, and payments accurately
• Maintain detailed customer and vehicle records within the shop management system
• Deliver exceptional customer service while building long-term customer relationships

Requirements

• Proven experience (2+ years preferred) as a Service Writer, Service Advisor, or similar automotive customer service role
• Strong knowledge of automotive maintenance, diagnostics, and repair processes
• Familiarity with shop management and estimating software
• Excellent communication and customer service skills
• Ability to explain technical information in a clear and easy-to-understand manner
• Ability to multitask and manage multiple repair orders simultaneously
• Strong attention to detail and organizational skills
• Positive attitude, professional appearance, and strong work ethic
• ASE certification or automotive technical background is a plus
• High school diploma or equivalent; additional automotive training preferred
• Valid driver's license with a clean driving record