Heavy-Duty Diesel Service Advisor / Service Writer

Adcock Brothers Inc; Manheim (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Adcock Brothers Inc. in Manheim, PA is seeking a Heavy-Duty Diesel Service Advisor / Service Writer to transform customer concerns into repair orders for diesel technicians. You will source parts, prepare cost estimates, schedule workflow with the shop foreman, and keep fleet owners updated on repair progress.

This role requires 2+ years of service advising in diesel/heavy-duty environments, strong communication, and proficiency with shop software such as Fullbay or Mitchell1.

Qualifications

• 2+ years of experience as a Service Advisor/Writer in diesel/heavy-duty environments.
• Strong knowledge of diesel engines and heavy truck systems.
• Experience with shop management and scheduling software.

Responsibilities

• Greet customers, document symptoms, and convert to accurate repair orders.
• Coordinate with shop foreman to schedule service while optimizing shop flow.
• Estimate labor, parts, and timelines; source heavy-duty parts and provide quotes.
• Explain technical details to customers in clear terms and track progress.
• Maintain records and close out invoices; update owners on repairs.

Skills

Diesel engines knowledge

Customer service

Communication

Scheduling

Attention to detail

Tools

Fullbay

Mitchell1

Job description

The Heavy-Duty Diesel Service Advisor / Service Writer is responsible for initiating automotive services and repairs by ascertaining vehicle performance problems, scheduling workflow, and verifying customer requests. You will translate customer concerns into accurate repair orders for diesel technicians, source heavy-duty parts, provide cost estimates, and keep customers or fleet managers updated throughout the repair process.

Key Responsibilities

• Customer & Fleet Communication: Greet customers, listen to their vehicle issues, and ask clarifying questions to accurately document symptoms on the Repair Order (RO).
• Scheduling & Workflow: Coordinate with the shop foreman to schedule service appointments to maximize shop efficiency without overbooking technicians.
• Estimating & Quoting: Calculate accurate estimates for labor, parts, and timelines. Source heavy-duty and diesel-specific parts (e.g., injectors, DPF filters, heavy-duty brakes) and provide comprehensive quotes to customers for approval.
• Liaison Duties: Translate technical jargon from diesel mechanics into clear, understandable terms for the customer.
• Repair Updates: Keep owner-operators and fleet managers informed of repair statuses, unexpected delays, or necessary additional repairs requiring authorization.
• Documentation & Invoicing: Maintain detailed, accurate records of all customer interactions, authorizations, DOT inspection documentation, and final repair details. Review and close out final invoices.

Requirements

• Experience: 2+ years of experience as a Service Advisor/Writer, preferably in a diesel, heavy-duty truck, or commercial fleet environment.
• Technical Knowledge: Strong working knowledge of diesel engines (e.g., Cummins, Paccar, Detroit, Volvo-Mack, Powerstroke, Duramax) and heavy-duty truck systems (air brakes, aftertreatment systems, heavy suspensions).
• Software Proficiency: Experience with shop management and scheduling software (e.g., Fullbay, Mitchell1, or similar platforms).
• Customer Service Skills: Excellent verbal and written communication skills with a proven ability to manage frustrated customers and negotiate service sales.
• Attention to Detail: Ability to accurately track complex parts orders, warranty claims, and multiple fleet accounts simultaneously.

Preferred Skills

• Familiarity with DOT regulations and compliance inspections.
• Existing relationships with local heavy-duty parts vendors.
• ASE Certification (Service Consultant) is a strong plus.