Service Writer

Aston Carter•Modesto, CA

3d•$25 - $30•Onsite

About The Position

The Service Writer serves as the primary point of contact between customers and the service team, supporting the repair and maintenance of fire trucks and emergency vehicles. This role focuses on accurate quoting, clear communication, and timely billing while ensuring a positive customer experience. The ideal candidate brings prior experience as a service writer or service advisor in an automotive, heavy truck, diesel, or equipment repair environment and feels comfortable working with technical repair information while delivering excellent customer service.

Requirements

Prior experience as a Service Writer, Service Advisor, or in a similar role in an auto dealership, truck repair shop, fleet maintenance, or equipment repair environment (preferred).
Basic technical aptitude with the ability to understand and clearly communicate repair and maintenance information.
Strong customer service skills with the ability to build rapport and maintain professional relationships.
Excellent verbal and written communication skills, including professional email communication.
Comfort working with estimates, invoices, billing documentation, and service-related financial information.
Proficiency with computer systems, including service or work order software (preferred).
Strong attention to detail and organizational skills to manage multiple jobs, documents, and customer interactions.
Ability to work collaboratively with technicians, service staff, and leadership in a team-oriented environment.
Experience handling warranty claims, billing issues, and customer inquiries related to service and charges.
Ability to manage data entry, document control, and order entry accurately and efficiently.

Nice To Haves

Experience in an automotive, heavy truck, diesel, fleet management, or equipment repair environment.
Experience in service delivery, quality assurance, and customer support in a repair or maintenance setting.
Experience with warranty claims, claims resolution, and reconciliation processes.
Familiarity with order entry, quoting, scheduling, and service coordination.
Comfort working with billing questions, billing inquiries, collections, and related documentation.
Fire apparatus or emergency vehicle repair experience is a plus but not required.
Ability to manage multiple priorities in a fast-paced service environment while maintaining accuracy and professionalism.
Interest in growing technical knowledge in fire apparatus and fleet repair.

Responsibilities

Serve as the main contact for customers via phone and email regarding service and repair work for fire trucks and emergency vehicles.
Receive repair requests, gather all necessary information, and create accurate job estimates and service quotes.
Coordinate closely with the service team and technicians to understand repair scope, labor needs, and parts requirements.
Explain repair recommendations, timelines, and pricing clearly and professionally to customers.
Prepare, review, and finalize work orders and invoices upon job completion.
Handle billing questions and resolve customer inquiries related to invoices, charges, and warranty claims.
Maintain accurate service records, customer communication logs, and all related documentation.
Provide proactive updates to customers throughout the repair process to ensure transparency and trust.
Support scheduling of service work and help coordinate workflow to keep repairs on track.
Perform data entry for orders, quotes, and claims, ensuring accuracy and completeness.
Support warranty claim processing, claims resolution, and reconciliation of service and billing issues.
Assist with document control, including organizing and maintaining service, billing, and quality assurance records.
Contribute to effective service delivery by collaborating with technicians and leadership to prioritize work and meet customer expectations.
Respond to customer inquiries regarding service status, collections, and billing inquiries in a timely and professional manner.