Service Writer

Sonsray•Farmingdale, NY

17d

About The Position

The Service Writer is the primary point of contact between customers and the service department in a heavy-duty truck or transport refrigeration dealership. The role creates work orders, prepares repair estimates, coordinates with technicians, and provides customers with timely updates throughout the repair process. The ideal candidate is organized, customer-focused, and comfortable working in a fast-paced environment.

Requirements

At least 2 years of experience handling heavy phone volumes, office administrative duties, customer relations, computer work, and problem-solving.
Ability to review records and explain technical information to customers.
Proficiency in calculating material, supply, and labor costs.
Experience documenting symptoms, problems, and causes and outlining required repairs.
Ability to obtain approval signatures and accurately enter data into a service database.
Strong communication and interpersonal skills to build customer confidence and address concerns.
Attention to detail in maintaining accurate and comprehensive unit records.
Proactive and adaptable, with a willingness to take on new tasks and identify areas for improvement.

Nice To Haves

Refrigerated transportation or heavy diesel dealership experience.
Experience with a service database such as E-Emphasys.

Responsibilities

Verify warranty and service contract coverage and explain provisions and exclusions to customers.
Prepare detailed service estimates, including material, supply, and labor costs, and calculate customer deductibles.
Create work orders by documenting issues, outlining repairs, securing approvals, and entering information into the service database.
Explain estimates and expected vehicle return times to customers, answer questions, and obtain necessary contact information and approvals.
Maintain comprehensive unit records of identified problems and planned corrective actions.
Accept new requests proactively and identify opportunities to enhance job outcomes and support the organization's reputation.
Perform additional duties assigned by management in alignment with dealership objectives.

Benefits

Medical coverage with PPO and HSA options.
Dental, vision, and life insurance provided at no cost.
401(k) with competitive employer contributions.
80 hours of annual vacation, increasing with years of service.
Uniforms provided annually.
Annual boot voucher of $175.
One fully paid day off annually for community volunteer work.
Birthday meal provided by Sonsray.
Annual holiday party, including covered airfare and hotel for the employee and a guest.
Emphasis on company growth and employee development.
Open-door policy and a collaborative environment with active owner and management involvement.