Service Writer I

About the role

The primary function of the Service Writer is to ensure customers are greeted openly and friendly and to provide extra mile customer service. The individual receives customer requests for service, coordinates scheduling and customer uptime with triage. The Service Writer estimates the cost of repairs within set guidelines and manages shop repair orders process through technology. The individual also assists Service department with clerical duties, such as documentation required for warranty, policy settlements, customer, and vendor contact.

Responsibilities

• Receives Inbound Customer phone calls concerning service scheduling and requests.
• Greets and Assists Drivers at the location with their unit.
• Captures and tracks the status of customer repair orders with Service Manager and Shop Foremen for task assignment.
• Ensures customers receive the most expedient service available through listening, questioning, and understanding repair requests.
• Works with Service Manager to ensure timely action taken and settled in areas of disputes and warranty.
• Maintains repair orders by ensuring they are properly opened and closed timely.
• Stays informed of current service bulletins, recalls, and warranty information.
• Informs the Service Manager of all customer complaints so they may be handled before the vehicle leaves the shop.
• Advises customers of needed service work, as well as suggests additional labor, parts, and body shop sales whenever possible (i.e., Preventive Maintenance Inspections, related service work, etc.).
• Contacts vendors and OEM’s for product information or authorizations.
• Obtains purchase orders from customers and sublet providers.
• Participates in training to stay current on technical and warranty issues.
• Assists in maintaining a clean shop and office area.

  Requirements

  • Interaction - The job requires frequent communication and engagement with others.
  • People-Oriented - The job requires building rapport with a wide range of individuals.
  • Customer-Oriented - The job requires identification and fulfillment of customer expectations.
  • Versatile - The job requires adapting to various situations with ease.
  • Frequent Change - The job requires rapid shifts between tasks.
  • Urgency - The job requires decisiveness, quick response, and fast action.
  • Persistence - The job requires finishing tasks despite challenges or resistance.
  • Following Policy - The job requires adhering to rules, regulations or existing methods.
  • Consistent - The job requires predictable performance in repetitive situations.

  Qualifications

  • Basic Computer skills and Repair Order Processing Software.

  Physical Requirements

  • Mobility: The individual should be capable of moving around the repair shop, including walking, standing, and potentially bending or kneeling to inspect vehicles or equipment.
  • Hearing: The individual should have good hearing to communicate effectively with technicians, customers, and vendors, and to be aware of any audible warnings or signals in the repair shop.
  • Manual dexterity: A certain level of manual dexterity is required for the individual to handle paperwork, use computer systems, and potentially assist technicians with tasks such as parts ordering or equipment setup.
  • Lifting: While heavy lifting may not be the primary responsibility of the individual, the ability to occasionally lift and move objects such as tools, equipment, or parts may be necessary.

  About Palmer Trucks

  Palmer Trucks is a full-service Kenworth dealership network serving Ohio, Indiana, Kentucky and Illinois with a comprehensive package of products and services. As a family-owned business with more than a half-century history of growth and success, Palmer Trucks has grown to a team of more than 700 individuals. With more than two million trucks on U.S. highways and interstates at any given time, a paramount need exists to keep the industry moving forward – 24 hours a day, 7 days a week. We maintain a commitment to forming authentic and valuable connections through fulfilling the industry’s unique, time-sensitive needs as a trusted partner. We accomplish this by providing products and services of the highest quality and value – personalized for you. Because of this philosophy, we develop and nurture long-term, valuable relationships with our partners. The Palmer Trucks team has the utmost privilege and gratitude of doing business, and these core values are what keep customers returning year-after-year, and are what have kept us – On the Road Since 1965.

  Benefits

  • Individual, Spouse and Family coverage Multiple Products are affordable and provide value for you and your family.
  • Health and Wellness Benefits Medical Insurance Dental Insurance Vision Insurance Financial Stability And Retirement Preparedness Our 401(k) program includes a company match Retirement Planning Assistance Financial Guidance and Education
  • Paid Time Off Full-time employees enjoy paid holidays and personal time Vacation based on the length of service.
  • Resources When We Face Major Challenges And Life Events Company Paid Short Term Disability Insurance and Long Term Disability Insurance, Additional Life Insurance Hospital Stay, Critical Illness, other productsBereavement Services and Employment Assistance ProgramMental Health Resources readily accessible and without stigma
  • Paid Training and Tools Assistance to do the job right.

  Job Posting Information

  This position is with an immediate opening start date and will allow for the proper notice for existing employer. Submit your resume with confidence that all contacts with us are completely confidential. Palmer Trucks is committed to working with and providing reasonable accommodations to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: hr@palmertrucks.com Palmer Trucks is an Equal Opportunity Employer. All Applicants are considered for employment without a regard to race, color, national origin, religion, sex (including pregnancy), age (40 or older), disability, veteran status or any other legally protected. Revised: November 2025.