Service Writer

Palmer Trucks; Indianapolis (IN); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading dealership in Indiana is seeking a Service Writer to provide exceptional customer service and manage repair orders. The role requires good communication skills, technical knowledge, and the ability to work with various software systems. The Service Writer will greet customers, coordinate repair orders, and maintain documentation to ensure efficient service delivery. This full-time position offers a supportive work environment and opportunities for growth within the company.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) with Company Match

Paid Holidays

Paid Vacation

Life Insurance

Mental Health Resources

Paid Training

Tools Provided

Qualifications

• Experience with Repair Order Processing Software required.
• Good eyesight, hearing, manual dexterity, and ability to lift objects occasionally.

Responsibilities

• Receive customer calls for service scheduling and requests.
• Coordinate and track repair orders with Service Manager.
• Complete documentation for labor sales and warranty.

Skills

Communication

Conflict Management

Teamwork

Time Management

Education

Basic Computer Skills

Tools

Repair Order Processing Software

Job description

Service Writer

Summary: The primary function of the Service Writer is to ensure customers are greeted openly and friendly, providing exceptional customer service. The individual receives customer requests for service, coordinates scheduling and customer uptime with triage. The Service Writer estimates the cost of repairs within set guidelines and manages shop repair orders through technology. Additionally, they assist the Service department with clerical duties, such as documentation for warranty, policy settlements, and contact with customers and vendors.

Job Type: Full-time

Description: The Service Writer's responsibilities include greeting customers, coordinating repair orders, estimating repair costs, maintaining documentation, and staying informed on service bulletins and warranty information. The role requires good communication skills, technical knowledge, and the ability to work with various software systems.

Work Hours: This is a 2nd shift position, from 3:00 pm to 11:30 pm, Monday through Friday.

Job Responsibilities

1. Receive inbound customer calls regarding service scheduling and requests.
2. Greet and assist drivers at the location with their units.
3. Coordinate and track the status of repair orders with the Service Manager and Shop Foremen.
4. Ensure timely action on repair orders and resolve disputes or warranty issues.
5. Complete all necessary documentation for labor sales, warranty, and internal processes.
6. Maintain repair orders by opening and closing them timely.
7. Stay informed on service bulletins, recalls, and warranty updates.
8. Communicate customer complaints to the Service Manager for resolution.
9. Advise customers on needed services and suggest additional work when appropriate.
10. Contact vendors and OEMs for product information or authorizations.
11. Obtain purchase orders from customers and sublet providers.
12. Participate in training to stay current on technical and warranty issues.
13. Assist in maintaining a clean shop and office environment.

Business Skills

The candidate should demonstrate skills such as conflict management, effective communication, understanding customer needs, flexibility, teamwork, influencing others, and time management.

Requirements

Qualifications: Basic computer skills and experience with Repair Order Processing Software.

Physical Requirements: Ability to move around the shop, good eyesight, hearing, manual dexterity, and occasional lifting of objects.

Reporting To: Service Manager

Company Overview

Palmer Trucks is a full-service Kenworth dealership network serving Ohio, Indiana, Kentucky, and Illinois. As a family-owned business with over 50 years of growth, we value authentic relationships, high-quality service, and a commitment to the industry.

Benefits

• Health, dental, vision insurance, and supplemental products
• 401(k) with company match, retirement planning
• Paid holidays, vacation, and personal time
• Life insurance, mental health resources, and assistance programs
• Paid training and tools

Additional Information

This position is available immediately. Palmer Trucks is an equal opportunity employer and provides accommodations for applicants with disabilities.