Service Writer

GTS Transportation Inc; Burr Ridge (IL); On-site; USD 30,000 - 48,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401(k) matching

Paid time off (PTO)

Company-paid holidays

Life insurance

Life Time Fitness discount

Company-provided life insurance policy

Wellness Life Time Fitness discount

Job summary

GTS Transportation is seeking a Service Writer in Burr Ridge, IL for a full-time, in-shop position. You will bridge customers, mechanics, and parts, keeping clients informed from check-in to invoice and identifying legitimate repair opportunities to grow shop revenue.

You will document vehicle details, assign work to mechanics, verify parts, and ensure DOT compliance while maintaining professional customer communication. Monitored by management for productivity and quality.

Qualifications

• 2+ years of experience as a service writer, service advisor, or in a similar role in a diesel, heavy-duty truck, or fleet maintenance shop.
• Working knowledge of Class 8 trucks and trailers, common repairs, and DOT inspection requirements.
• Experience with shop management or repair order software.
• Strong customer service skills and the ability to stay calm and professional under pressure.
• Excellent organization and follow-through in a fast‑paced shop environment.
• Clear written and verbal communication, including accurate documentation.
• Bilingual skills are a plus.

Responsibilities

• Greet customers in the shop office and serve as their main point of contact throughout the repair process.
• Provide updates on diagnosis, pricing, parts availability, additional repairs found, estimated completion time, and any delays.
• Contact customers for approval when additional repairs are discovered.
• Support fleet account customers through group chats with fleet managers, maintenance departments, dealerships, and leasing companies, following each company’s approval procedures.
• Explain completed repairs and charges, and confirm payment or approved billing arrangements before releasing vehicles.
• Follow up professionally and promptly on any post-repair concerns.
• Create repair orders documenting vehicle information, mileage, unit number, customer complaints, and requested services.
• Review pending work orders, assign them to mechanics, prioritize workflow, and provide clear repair instructions.
• Gather diagnostic details from mechanics, including photos, fault codes, and inspection results, to build estimates.
• Verify parts availability and pricing with mechanics and the parts department, and confirm parts and labor are recorded on each work order.
• Manage PM and DOT inspection schedules for fleet customers.
• Ensure mechanic notes, diagnostics, fault codes, inspection results, and before/after photos or videos are captured.
• Confirm all authorized repairs are complete and that required inspections and road tests have been performed.
• Review completed work orders for accurate parts, labor, fluids, shop supplies, taxes, and fees.
• Summarize work performed using the complaint, cause, and correction format, and close work orders to invoice.
• Ensure repairs are DOT compliant and that DOT, OSHA, environmental, and alignment paperwork is uploaded to the work order.
• Identify OEM and aftermarket warranty repairs and collect all documentation needed for warranty claims.
• Escalate major delays, customer disputes, high-dollar repairs, warranty concerns, technician productivity issues, and other operational problems to management.

Skills

Service writer experience

Truck knowledge Class 8

DOT inspections

Repair order software

Customer service

Organization

Communication

Bilingual (plus)

Tools

Shop management software

Job description

Employment Type: Full-Time, In-Shop, W2
Schedule: Monday-Friday, 8:00 AM - 5:00 PM CDT
Pay: $22.00 - $35.00 per hour, based on experience and qualifications

About GTS Transportation

GTS Transportation is a growing, family-owned Chicagoland carrier handling dry-van, refrigerated, flatbed, expedited, and oversize freight. Our leadership team brings over 70 years of transportation experience. We build long-lasting relationships with our customers, vendors, and employees, and we believe hard work should equal success for everyone. Our Burr Ridge, IL diesel shop keeps our fleet and our customers’ equipment safe, compliant, and on the road.

About the Role

The Service Writer is the bridge between our customers, mechanics, and parts department. You’ll keep customers informed from check‑in through invoice, keep technician workflow organized, and minimize vehicle downtime. You’ll also help grow shop revenue by identifying legitimate repair opportunities and securing customer approvals, without ever recommending unnecessary work.

What You’ll Do

Customer Service and Communication

• Greet customers in the shop office and serve as their main point of contact throughout the repair process.
• Provide updates on diagnosis, pricing, parts availability, additional repairs found, estimated completion time, and any delays.
• Contact customers for approval when additional repairs are discovered.
• Support fleet account customers through group chats with fleet managers, maintenance departments, dealerships, and leasing companies, following each company’s approval procedures.
• Explain completed repairs and charges, and confirm payment or approved billing arrangements before releasing vehicles.
• Follow up professionally and promptly on any post-repair concerns.

Repair Orders and Workflow

• Create repair orders documenting vehicle information, mileage, unit number, customer complaints, and requested services.
• Review pending work orders, assign them to mechanics, prioritize workflow, and provide clear repair instructions.
• Gather diagnostic details from mechanics, including photos, fault codes, and inspection results, to build estimates.
• Verify parts availability and pricing with mechanics and the parts department, and confirm parts and labor are recorded on each work order.
• Manage PM and DOT inspection schedules for fleet customers.

Quality, Compliance, and Closeout

• Ensure mechanic notes, diagnostics, fault codes, inspection results, and before/after photos or videos are captured.
• Confirm all authorized repairs are complete and that required inspections and road tests have been performed.
• Review completed work orders for accurate parts, labor, fluids, shop supplies, taxes, and fees.
• Summarize work performed using the complaint, cause, and correction format, and close work orders to invoice.
• Ensure repairs are DOT compliant and that DOT, OSHA, environmental, and alignment paperwork is uploaded to the work order.
• Identify OEM and aftermarket warranty repairs and collect all documentation needed for warranty claims.
• Escalate major delays, customer disputes, high-dollar repairs, warranty concerns, technician productivity issues, and other operational problems to management.

What We’re Looking For

• 2+ years of experience as a service writer, service advisor, or in a similar role in a diesel, heavy-duty truck, or fleet maintenance shop.
• Working knowledge of Class 8 trucks and trailers, common repairs, and DOT inspection requirements.
• Experience with shop management or repair order software.
• Strong customer service skills and the ability to stay calm and professional under pressure.
• Excellent organization and follow-through in a fast‑paced shop environment.
• Clear written and verbal communication, including accurate documentation.
• Bilingual skills are a plus.
• Comprehensive health, dental, and vision insurance
• 401(k) matching and paid time off (PTO)
• Company-paid corporate holidays
• Company-provided life insurance policy
• Wellness perk: company-paid Life Time Fitness discount/credit
• Structured career pathing in a stable, growing logistics company

Equal Opportunity Employer

GTS Transportation Corporation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.