Service Writer

About the role

The Service Writer is responsible for timely preparation and maintenance of repair orders for both the company fleet and external customers. This role serves as a central link between the service and parts departments and involves regular customer engagement and communication.

Responsibilities

• Serve as a primary point of contact for customers by greeting them in a professional manner while accurately documenting equipment concerns and repair needs
• Prepare initial repair estimates, in collaboration with the Service Manager, including pricing, parts availability, and projected lead times, and submit quotes to Service Manager in a timely manner
• Prepare detailed and accurate repair orders in a timely manner outlining customer concerns, technician findings, cause, and corrections. Ensure all labor, parts, and outside services are properly documented and billed to the correct repair order
• Coordinate with the parts department to ensure timely procurement and delivery of required parts. Inspect all received parts for accuracy, condition, and quality
• Maintain consistent communication with customers and dispatchers regarding technician findings, pricing and approvals, estimated timeline for completion, schedule changes, and repair progress updates. Respond promptly and professionally to inquiries
• Provide responsive operational and administrative support for technicians and Service Manager to support efficient workflow
• Work collaboratively with internal and external parties and maintain positive working relationships with each
• Be proficient in and utilize shop software and Microsoft applications to maintain accurate records and support daily operations
• Evaluate current processes and make recommendations for increased efficiency, accuracy, and productivity
• All other duties as assigned

Schedule

The Service Writer position is a full-time role and will work on-site in Columbia, PA, Monday-Friday (8:30 AM – 5:00 PM).

Qualifications

• Previous experience in service writing or service and/or parts environment, preferably heavy duty (2+ years)
• Excellent communication and interpersonal skills and ability to positively interact with individuals across the business (technicians, customers, colleagues, vendors, etc.)
• Excellent computer skills & ability to utilize computer programs and software effectively
• Strong understanding of regulatory requirements (DOT, EPA, OSHA)
• Exceptional problem solving and analytical skills, and a strong attention to detail
• Ability to manage competing priorities and efficiently schedule work
• Ability to collaborate and work effectively with others
• High School Diploma or GED
• Valid Driver's License

Preferred Qualifications

• Previous experience with and knowledge of the transportation industry, including heavy-duty truck systems, commercial vehicle maintenance, and diesel repair terminology
• Previous experience as a diesel technician
• Ability to troubleshoot and read schematics and other technical documents
• CDL A and PA Class 7 Inspection License

Physical and environmental expectations

• Ability to routinely use standard office equipment (i.e. computers, telephones, photocopiers, etc.)
• Frequently required to sit, talk, hear, stand, walk, reach, stoop, and kneel
• Ability to lift or move up to 50 pounds
• Ability to work in a fast-paced environment with minimal oversight
• Exposure to fumes of airborne particles, moving mechanical parts, and vibration
• Exposure to high noise levels
• Ability to handle "on the road" situations that develop (weather conditions, accidents, etc.)
• Vision Requirements: close vision, distance vision, depth perception