Heavy Duty Service Writer

Onsite; Fontana (CA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance 50% employee premium

Dental insurance 50% employee premium

Paid time off

Job summary

We are a family-owned and operated heavy-duty shop in Southern California seeking an experienced Service Writer / Advisor. You will coordinate customer vehicles through the repair process, communicate findings, and prepare estimates.

The ideal candidate has strong mechanical knowledge of trucks and trailers, excellent customer communication, and the ability to work with a team in a fast-paced shop environment.

Qualifications

• Three (3) or more years of related experience and/or training in service writing.
• Strong mechanical aptitude with knowledge of heavy-duty truck and trailer systems.
• Ability to translate technician findings into clear customer explanations.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Team player with proactive problem solving.
• Proficient with computer-based shop management and service documentation systems.

Responsibilities

• Manage the service process from initial customer check-in through repair completion and delivery.
• Schedule repairs and coordinate workflow with technicians, parts personnel, and management.
• Prepare accurate repair estimates and communicate recommended repairs and costs.
• Maintain regular communication with customers on repair status.
• Document customer concerns, vehicle problems, and authorizations on repair orders.
• Perform and document walk-around inspections and identify additional service needs.
• Handle inquiries about appointments, estimates, or status of repairs.
• Enter and maintain data within the shop management system.
• Review findings with customers and obtain proper authorization for additional work.
• Advise customers on maintenance and proper care of their vehicles and equipment.

Skills

Mechanical aptitude

Communication skills

Organizational skills

Customer service

Teamwork

Problem solving

Computer proficiency

Education

Post-secondary education or trade certification (helpful)

Tools

Shop management system

Electronic service records

Job description

Benefits:

• Paid Holidays
• Dental, 50% toward the employee-only premium
• Medical, 50% toward the employee-only premium
• Paid time off

We are a family-owned and operated business located in Southern California.

We have an immediate opening for an experienced Heavy-Duty Service Writer / Advisor with a background in truck, trailer, and equipment repair.

POSITION DESCRIPTION:

We are seeking a knowledgeable and organized Service Writer / Advisor to coordinate customer vehicles and equipment throughout the repair process. This position is responsible for communicating with customers, preparing estimates, obtaining repair authorizations, coordinating and scheduling repairs, monitoring work in progress, and clearly explaining repair findings and completed work.

The ideal candidate will have a strong mechanical understanding of heavy-duty trucks and trailers and the ability to communicate technical information to customers in a clear, professional, and knowledgeable manner.

This position also provides administrative support to the service department, including preparing reports and correspondence, processing customer documentation and accounts, maintaining service records, responding to information requests, and performing other administrative duties as needed.

RESPONSIBILITIES:

• Manage the service process from initial customer check-in through repair completion and vehicle delivery
• Schedule repairs and coordinate workflow with technicians, parts personnel, and management
• Prepare accurate repair estimates and communicate recommended repairs, costs, and anticipated completion times to customers
• Maintain regular communication with customers regarding repair status and work in progress
• Accurately document customer concerns, vehicle or equipment problems, requested repairs, and authorization information on repair orders
• Perform and document vehicle/equipment walk-around inspections and identify additional service needs when applicable
• Handle telephone and in-person inquiries regarding appointments, estimates, repair status, and completed work
• Enter and maintain accurate customer, vehicle, repair, and authorization information within the shop management system
• Review technician findings and repair documentation to help determine the appropriate repair path and ensure information is accurately communicated to the customer
• Contact customers regarding changes to estimates, additional repair needs, or changes in anticipated completion time, and obtain proper authorization before additional work is performed
• Review completed repairs with customers and clearly explain the work performed
• Advise customers regarding recommended maintenance and the proper care of their vehicles and equipment
• Maintain accurate, organized, and complete service documentation throughout the repair process

EXPERIENCE & QUALIFICATIONS:

• Three (3) or more years of related experience and/or training, or an equivalent combination of education and relevant experience
• Previous experience as a Service Writer, Service Advisor, Fleet Service Coordinator, or similar position within the heavy-duty truck, automotive, or equipment repair industry is strongly preferred
• Strong mechanical aptitude and working knowledge of heavy-duty truck and trailer systems
• Ability to understand technician findings and translate technical information into clear explanations for customers
• Strong verbal and written communication skills
• Strong organizational skills with the ability to manage multiple customers, repair orders, priorities, and deadlines simultaneously
• Strong interpersonal and customer service skills with the ability to work effectively as part of a team
• Self-motivated with the ability to proactively identify problems and develop practical solutions
• Comfortable discussing repair recommendations, estimates, costs, and required authorizations with customers
• Computer proficiency and the ability to accurately work within electronic shop management and service documentation systems
• Post-secondary education, mechanical coursework, or trade certification is helpful but not required

SCHEDULE:

• Full-time position
• Monday through Friday, 7:00 AM to 4:00 PM
• Must be available for occasional overtime and Saturday work as business needs require

BENEFITS:

Full-time employees are eligible for company benefits following the applicable waiting period.

• Health insurance – voluntary enrollment with the company contributing 50% toward the employee-only premium
• Dental insurance – voluntary enrollment with the company contributing 50% toward the employee-only premium
• Paid time off

ADDITIONAL INFORMATION & REQUIREMENTS:

Employment may be contingent upon successful completion of applicable pre-employment screening, which may include a drug screening, verification of previous employment, and a background check, as permitted by applicable law.