Responsibilities include:

Reviewing scheduled work and open service orders with the Shop Manager. Helping establish daily repair priorities. Coordinating technician workload based on customer needs, scheduled appointments, emergency work, parts availability, and shop capacity. Monitoring repair progress throughout the day. Identifying jobs that are stalled due to parts, customer authorization, outside services, diagnostic issues, or other delays. Following up on outstanding customer approvals. Following up on parts required to continue repairs. Ensuring technicians have the information and parts necessary to remain productive. Communicating changes in repair priorities or schedules. Helping move completed units through final review, invoicing, payment, and release promptly. Maintaining visibility of units waiting on parts, authorization, diagnostics, or outside services. Working with the Shop Manager to reduce unnecessary technician downtime. Alerting the Operations Director to significant workflow, staffing, customer, or productivity concerns. Invoicing & Payment Collection Review completed service orders for accuracy before invoicing. Verify that all approved labor, parts, shop supplies, outside services, fees, and other applicable charges have been properly entered. Confirm repairs performed match the work authorized by the customer. Prepare and present final invoices to customers. Collect payment upon completion of service when required. Process credit card, check, account, or other approved payment methods according to company procedures. Verify payment requirements have been satisfied before releasing a unit. Maintain accurate payment records and supporting documentation. Coordinate with the Operations Director regarding customer accounts, payment issues, credit terms, or outstanding balances. Immediately report significant payment disputes or collection concerns to the Operations Director. Communication & Accountability The Service Writer is expected to maintain consistent communication between the customer, technicians, Shop Manager, vendors, and Operations Director. The position requires someone who takes ownership of assigned service orders and actively follows them from beginning to end rather than waiting for others to provide updates. The Service Writer is expected to: Know the current status of open service orders. Know which units are actively being worked on. Know which units are waiting on parts. Know which units are waiting on customer authorization. Know which repairs are completed and ready for invoicing. Follow up when a service order is not progressing. Communicate problems before they significantly affect productivity or customer expectations. Escalate significant operational concerns to the Operations Director. Administrative Responsibilities Maintain organized service records and customer documentation. Ensure customer approvals and important communications are documented. Follow up on open estimates and outstanding approvals. Assist with warranty documentation and vendor claims. Maintain accurate customer and equipment information within Fullbay. Maintain an organized and professional service counter/front-office environment. Assist the Operations Director with service-related reporting or administrative needs as requested. Maintain confidentiality regarding customer, employee, financial, and company information.

Qualifications Preferred candidates will have:

Previous experience as a Service Writer, Service Advisor, Shop Coordinator, or similar position. Experience in a truck, heavy-duty, fleet, automotive, construction-equipment, or repair environment strongly preferred. Experience with Fullbay highly preferred. Working knowledge of truck and equipment repair terminology. Ability to understand technician recommendations and communicate them clearly to customers. Strong organizational and time-management skills. Strong verbal and written communication skills. Ability to manage multiple customers, service orders, parts requests, and priorities simultaneously. Strong computer skills and the ability to work efficiently within shop-management software. Strong attention to detail when reviewing estimates, service orders, repair stories, and invoices. Ability to work effectively in a fast-paced repair environment. Ability to work independently while maintaining communication with management. Ideal Candidate The successful Service Writer will be someone who takes ownership of the service process from the time a customer contacts STS until the completed unit is invoiced, paid for, and returned to the customer. This position requires more than answering phones and opening service orders. The Service Writer must actively manage work in progress, communicate with customers, follow up on approvals, source and track parts, monitor open service orders, and help eliminate administrative delays that prevent technicians from completing work.

The ideal candidate is:

Organized Dependable Proactive Customer-focused Detail-oriented Comfortable working in a fast-paced environment Able to prioritize competing demands Able to communicate effectively with technicians and management Willing to take responsibility for following issues through to completion Key Measures of Success Performance in this position will be evaluated based on factors including: Accuracy and completeness of Fullbay service orders. Timely opening and closing of service orders. Quality and consistency of customer communication. Accuracy of estimates and invoices. Timeliness of parts procurement and follow-up. Timely collection of customer payments. Reduction of administrative delays affecting technician productivity. Efficient scheduling and movement of units through the Wixom shop. Proper documentation of customer approvals. Timely follow-up on open estimates and service orders. Communication and coordination with the Shop Manager. Overall support of Wixom shop workflow and productivity. The Service Writer reports directly to the Operations Director while maintaining a close daily working relationship with the Shop Manager to ensure the Wixom shop operates efficiently, professionally, and profitably.

Pay:

$23.00 - $29.00 per hour

Benefits:

401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

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