Position Summary The Heavy-Duty Truck Repair Service Writer serves as the primary point of contact between customers and the service department. This position is responsible for receiving repair requests, documenting customer concerns, preparing repair orders and estimates, communicating repair status, coordinating with technicians, and ensuring customers receive professional and timely service. The ideal candidate has strong customer service and organizational skills, mechanical knowledge of heavy-duty trucks and equipment, and the ability to manage multiple repair orders in a fast-paced shop environment. Essential Duties and Responsibilities Customer Service Greet customers and respond to phone calls, emails, and service inquiries. Obtain detailed information regarding customer concerns, vehicle symptoms, and requested repairs. Build and maintain positive relationships with customers, fleet managers, and vendors. Provide regular updates regarding repair progress, estimated completion times, and additional repair needs. Handle customer questions and concerns professionally and promptly. Repair Orders and Estimates Open, maintain, and close repair orders accurately. Document customer complaints, technician findings, recommended repairs, and work performed. Prepare repair estimates for labor, parts, subcontracted services, and other applicable charges. Obtain customer authorization before proceeding with repairs or additional work. Review completed repair orders for accuracy, completeness, and proper billing. Coordinate warranty documentation and claims when applicable. Shop and Technician Coordination Coordinate with service technicians and the service manager to prioritize and schedule repairs. Communicate customer concerns clearly to technicians. Monitor repair progress and follow up on delayed jobs, parts availability, and additional diagnostic requirements. Notify customers when additional repairs are recommended and obtain approval before proceeding. Assist with coordinating parts orders and outside services as needed. Help maintain an organized workflow to maximize shop productivity and minimize equipment downtime. Administrative Responsibilities Maintain accurate customer, vehicle, fleet, and repair history records. Verify truck information, including unit numbers, VINs, mileage, and engine hours when applicable. Use shop management software to track repair orders, labor, parts, estimates, and invoices. Process service paperwork, purchase orders, warranty records, and invoices as assigned. Follow company procedures for customer approvals, billing, and recordkeeping. Heavy-Duty Truck Repair Service Writer Page 2 Qualifications High school diploma or equivalent preferred. Previous experience in heavy-duty truck repair, diesel service, automotive service writing, fleet maintenance, or a related field preferred. General knowledge of heavy-duty trucks, trailers, and commercial vehicle systems. Ability to read and understand technician notes, repair recommendations, and parts descriptions. Strong verbal and written communication skills. Proficiency with computers, email, and service management software. Excellent organization, attention to detail, and time-management skills. Ability to prioritize multiple repair orders in a busy shop environment. Professional customer service and problem-solving skills. Preferred Qualifications Experience with Class 6-8 trucks, tractors, trailers, and fleet equipment. Familiarity with diesel diagnostics, preventive maintenance, brakes, electrical systems, aftertreatment systems, and transmissions. Experience preparing labor and parts estimates. Knowledge of warranty procedures and commercial fleet billing. Experience working with fleet accounts and commercial customers. Key Performance Expectations Accurate and complete repair orders. Timely communication with customers and technicians. Prompt preparation of estimates and repair authorizations. Effective coordination of repairs and parts availability. Professional customer service and customer retention. Accurate invoicing and documentation. Support for shop efficiency, technician productivity, and customer satisfaction. Work Environment and Physical Requirements This position operates primarily in an office or service-counter environment within an active heavy-duty truck repair shop. Regular interaction with technicians, customers, and shop personnel is required. Occasional walking through the shop may be necessary. Appropriate personal protective equipment and shop safety procedures must be followed.

Pay:

$40,000.00 - $55,000.00 per year

Work Location:

In person