Save Truck Services, LLC is seeking an organized, customer-focused Service Writer for our Wixom shop. This position serves as the primary point of contact between our customers, technicians, parts vendors, shop management, and operations leadership.
The Service Writer is responsible for managing the service process from initial customer contact through completion and payment. Responsibilities include handling incoming customers and walk-ins, scheduling service work, opening and maintaining service orders in Fullbay, coordinating parts procurement, communicating repair status and estimates, closing completed service orders, and collecting customer payments.
The Service Writer reports directly to the Operations Director and will work closely with the Shop Manager on the day-to-day coordination of shop workflow, technician scheduling, repair priorities, parts availability, and productivity.
The Service Writer and Shop Manager are expected to maintain consistent communication throughout the workday to ensure units move efficiently through the shop and technicians remain productive.
Primary ResponsibilitiesCustomer Service & Scheduling
- Serve as the primary point of contact for customers contacting or visiting the Wixom shop.
- Professionally handle incoming phone calls, emails, walk-in customers, and service inquiries.
- Gather accurate information regarding customer concerns, vehicle or equipment information, unit numbers, and requested services.
- Schedule preventive maintenance, DOT inspections, diagnostics, repairs, and other shop services.
- Coordinate scheduling based on technician availability, current workload, repair priority, parts availability, and shop capacity.
- Keep customers informed regarding repair status, estimates, additional repair recommendations, parts delays, and anticipated completion.
- Obtain and document customer authorization before proceeding with additional repairs when required.
- Maintain professional customer relationships throughout the entire service process.
- Address routine customer concerns and escalate significant customer-service issues to the Operations Director when necessary.
Fullbay Service Order Management
- Open service orders in Fullbay for all incoming units.
- Accurately document customer concerns and requested repairs.
- Verify customer information, unit number, VIN, mileage, equipment information, and other required information.
- Maintain accurate service-order statuses throughout the repair process.
- Coordinate service-order assignments and priorities with the Shop Manager.
- Monitor open service orders throughout the day and follow up on outstanding items.
- Ensure technician labor, repair stories, parts, outside services, and other billable charges are properly documented.
- Review technician repair stories for completeness and professionalism before invoicing.
- Prepare repair estimates and submit them to customers for approval.
- Document customer approvals and declined work within Fullbay.
- Close completed service orders promptly once repairs and documentation have been verified.
- Ensure service orders do not remain unnecessarily open after work has been completed.
Parts Ordering & Coordination
- Identify parts requirements based on technician requests, inspections, estimates, and repair needs.
- Locate and order parts from approved vendors.
- Obtain and compare pricing and availability when appropriate.
- Verify that parts ordered match the correct unit and repair.
- Track outstanding parts orders and expected delivery dates.
- Follow up with vendors regarding delayed or backordered parts.
- Receive parts and ensure they are properly assigned to the corresponding service order.
- Communicate parts availability and delays to the Shop Manager, technicians, customers, and Operations Director when appropriate.
- Coordinate parts returns, cores, warranties, incorrect parts, and damaged parts.
- Maintain communication with technicians regarding requested parts.
- Help minimize technician downtime by ensuring parts are identified, sourced, and ordered as quickly as reasonably possible.
Shop Workflow & Productivity
The Service Writer will work closely with the Shop Manager throughout the day to maintain an organized and productive shop workflow.
The Shop Manager will primarily oversee technicians, repair execution, and work being performed on the shop floor. The Service Writer will primarily coordinate the administrative, customer, parts, scheduling, and service-order functions necessary to support that work.
Responsibilities include:
- Reviewing scheduled work and open service orders with the Shop Manager.
- Helping establish daily repair priorities.
- Coordinating technician workload based on customer needs, scheduled appointments, emergency work, parts availability, and shop capacity.
- Monitoring repair progress throughout the day.
- Identifying jobs that are stalled due to parts, customer authorization, outside services, diagnostic issues, or other delays.
- Following up on outstanding customer approvals.
- Following up on parts required to continue repairs.
- Ensuring technicians have the information and parts necessary to remain productive.
- Communicating changes in repair priorities or schedules.
- Helping move completed units through final review, invoicing, payment, and release promptly.
- Maintaining visibility of units waiting on parts, authorization, diagnostics, or outside services.
- Working with the Shop Manager to reduce unnecessary technician downtime.
- Alerting the Operations Director to significant workflow, staffing, customer, or productivity concerns.
Invoicing & Payment Collection
- Review completed service orders for accuracy before invoicing.
- Verify that all approved labor, parts, shop supplies, outside services, fees, and other applicable charges have been properly entered.
- Confirm repairs performed match the work authorized by the customer.
- Prepare and present final invoices to customers.
- Collect payment upon completion of service when required.
- Process credit card, check, account, or other approved payment methods according to company procedures.
- Verify payment requirements have been satisfied before releasing a unit.
- Maintain accurate payment records and supporting documentation.
- Coordinate with the Operations Director regarding customer accounts, payment issues, credit terms, or outstanding balances.
- Immediately report significant payment disputes or collection concerns to the Operations Director.
Communication & Accountability
The Service Writer is expected to maintain consistent communication between the customer, technicians, Shop Manager, vendors, and Operations Director.
The position requires someone who takes ownership of assigned service orders and actively follows them from beginning to end rather than waiting for others to provide updates.
The Service Writer is expected to:
- Know the current status of open service orders.
- Know which units are actively being worked on.
- Know which units are waiting on parts.
- Know which units are waiting on customer authorization.
- Know which repairs are completed and ready for invoicing.
- Follow up when a service order is not progressing.
- Communicate problems before they significantly affect productivity or customer expectations.
- Escalate significant operational concerns to the Operations Director.
Administrative Responsibilities
- Maintain organized service records and customer documentation.
- Ensure customer approvals and important communications are documented.
- Follow up on open estimates and outstanding approvals.
- Assist with warranty documentation and vendor claims.
- Maintain accurate customer and equipment information within Fullbay.
- Maintain an organized and professional service counter/front-office environment.
- Assist the Operations Director with service-related reporting or administrative needs as requested.
- Maintain confidentiality regarding customer, employee, financial, and company information.
Qualifications
Preferred candidates will have:
- Previous experience as a Service Writer, Service Advisor, Shop Coordinator, or similar position.
- Experience in a truck, heavy-duty, fleet, automotive, construction-equipment, or repair environment strongly preferred.
- Experience with Fullbay highly preferred.
- Working knowledge of truck and equipment repair terminology.
- Ability to understand technician recommendations and communicate them clearly to customers.
- Strong organizational and time-management skills.
- Strong verbal and written communication skills.
- Ability to manage multiple customers, service orders, parts requests, and priorities simultaneously.
- Strong computer skills and the ability to work efficiently within shop-management software.
- Strong attention to detail when reviewing estimates, service orders, repair stories, and invoices.
- Ability to work effectively in a fast-paced repair environment.
- Ability to work independently while maintaining communication with management.
Ideal Candidate
The successful Service Writer will be someone who takes ownership of the service process from the time a customer contacts STS until the completed unit is invoiced, paid for, and returned to the customer.
This position requires more than answering phones and opening service orders. The Service Writer must actively manage work in progress, communicate with customers, follow up on approvals, source and track parts, monitor open service orders, and help eliminate administrative delays that prevent technicians from completing work.
The ideal candidate is:
- Organized
- Dependable
- Proactive
- Customer-focused
- Detail-oriented
- Comfortable working in a fast-paced environment
- Able to prioritize competing demands
- Able to communicate effectively with technicians and management
- Willing to take responsibility for following issues through to completion
Key Measures of Success
Performance in this position will be evaluated based on factors including:
- Accuracy and completeness of Fullbay service orders.
- Timely opening and closing of service orders.
- Quality and consistency of customer communication.
- Accuracy of estimates and invoices.
- Timeliness of parts procurement and follow-up.
- Timely collection of customer payments.
- Reduction of administrative delays affecting technician productivity.
- Efficient scheduling and movement of units through the Wixom shop.
- Proper documentation of customer approvals.
- Timely follow-up on open estimates and service orders.
- Communication and coordination with the Shop Manager.
- Overall support of Wixom shop workflow and productivity.
The Service Writer reports directly to the Operations Director while maintaining a close daily working relationship with the Shop Manager to ensure the Wixom shop operates efficiently, professionally, and profitably.
Pay: $23.00 - $29.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
