Service Writer

About the role

The Service Writer serves as the primary point of contact between customers and the service department, managing repair and maintenance requests for fleet and refrigeration equipment. This role is responsible for preparing work orders, providing accurate estimates, verifying warranty coverage, and ensuring clear communication throughout the service process. The Service Writer works closely with technicians and leadership to coordinate workflow, maintain accurate records, and deliver a high level of customer service in a fast-paced dealership environment.

Location: Fontana, CA | Job Type: Full-Time

Responsibilities

• Verify warranty and service contract coverage and explain provisions and exclusions to customers.
• Prepare detailed service estimates, including material, supply, and labor costs, and calculate customer deductibles.
• Create work orders by documenting issues, outlining repairs, securing approvals, and entering into the service database.
• Clearly explain estimates and expected vehicle return times to customers, address questions, and obtain necessary contact information and approvals.
• Maintain comprehensive unit records of identified problems and planned corrective actions.
• Proactively accept new requests and identify opportunities to enhance job outcomes to contribute to the organization's positive reputation.
• Perform additional duties as assigned by management to align with dealership objectives.

Requirements

• Minimum 3 years of experience handling heavy phones, office administrative duties, customer relations, great computer skills, and problem-solving
• Refrigerated Transportation or Heavy Diesel dealership experience is highly desired
• Ability to review records and explain technical information to customers.
• Bilingual in Spanish preferred (ability to communicate effectively with Spanish-speaking customers)
• Proficiency in calculating costs for materials, supplies, and labor.
• Experience in documenting symptoms, problems, and causes, and outlining required repairs.
• Capability to obtain approval signatures and accurately enter data into a service database (e.g., E-Emphasys).
• Strong communication and interpersonal skills to build customer confidence and address concerns.
• Detail-oriented for maintaining accurate and comprehensive unit records.
• Commitment to continuous learning and staying current with industry knowledge, including reading manufacturer publications and completing online factory courses.
• Proactive and adaptable, with a willingness to take on new tasks and identify areas for improvement.

Benefits

• Medical coverage (PPO + HSA options)
• Dental, Vision, and Life insurance provided at no cost
• 401K with competitive employer contributions
• 80 hours of annual vacation, increasing with years of service
• Uniforms provided annually
• Annual boot voucher of $125.00
• One full paid day off annually for community volunteer work
• Birthday meal provided by Sonsray
• Annual Holiday Party, including covered airfare and hotel for employees and a guest

Pay

$20 to $22 hourly, depending on experience

Schedule

Mon-Fri 8am to 4:30pm