Heavy-Duty Service Writer: Customer-Centric & Growth

Firematic; United States; On-site; USD 28,000 - 44,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Ongoing training and growth

Job summary

Firematic seeks an experienced Service Writer to bridge customers with our service department for heavy-duty trucks and equipment. You’ll document repairs, coordinate with technicians, and ensure timely, accurate work orders from start to finish.

You’ll generate estimates, secure customer approvals, and track progress while maintaining thorough service records and warranty documentation. A customer-first mindset and organized communication are essential.

Qualifications

• Experience as a Service Writer/Advisor in heavy-duty trucks or automotive repair.
• Strong organizational and communication abilities.
• Ability to work accurately in a fast-paced setting.
• Experience with service/order management software (Acumatica or similar).

Responsibilities

• Greet and assist customers in person and over the phone regarding service needs.
• Write and open work orders, documenting customer concerns, equipment, and repair requests.
• Communicate with technicians to ensure proper diagnosis and repair.
• Review completed jobs for accuracy in labor, parts, and warranty claims.
• Provide estimates and obtain customer approvals before work.
• Coordinate scheduling, dispatch, and follow-up for service work.
• Maintain service records, customer files, and warranty documentation.
• Track repair progress and update customers on status.
• Assist in upselling additional services or preventive maintenance.

Skills

Organizational skills

Communication skills

Fast-paced environment

Customer service mindset

ERP software (Acumatica)

Tools

Acumatica

Job description

Firematic seeks an experienced Service Writer to bridge customers with our service department for heavy-duty trucks and equipment. You’ll document repairs, coordinate with technicians, and ensure timely, accurate work orders from start to finish.

You’ll generate estimates, secure customer approvals, and track progress while maintaining thorough service records and warranty documentation. A customer-first mindset and organized communication are essential.