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Service Writer Job Description

A service writer's responsibilities revolve around the needs of the customer. He or She acts as a liaison between customers and service-related businesses that provide repairs and maintenance. The service writer most often works in the automotive industry and facilitates transactions between customers and the company.

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Service Writer Job Description Template

We are looking for a dedicated service writer to act as the liaison between our company and our customers. The service writer's responsibilities include ensuring the customer's needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions. The service writer will track repairs and the causes of problems, schedule the most appropriate service technician, and process the customers' warranties.

To be a successful service writer, you should possess excellent customer service and communication skills. You should also have the ability to translate customers' nontechnical descriptions and relate them in a comprehensive and thorough report to the service team.

Service Writer Responsibilities:

• Developing strong customer relationships through the successful management of products and service delivery.
• Maintaining computerized customer profile information.
• Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments.
• Developing cost estimates, logging needed parts, and the time needed for repairs, and scheduling the most appropriate Service Technician.
• Conveying all necessary information regarding costs, parts, work, and Technicians to the customers and management.
• Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians.
• Contacting customers in the case of additional work to relay the details and extra costs.
• Entering the details of repair jobs on the company's network and preparing repair instructions and lists of needed replacement parts to the Service Technicians.
• Checking warranties and insurance.
• Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business.

Service Writer Requirements:

• A high school diploma or equivalent.
• Work experience and product knowledge may be advantageous.
• Computer literacy and knowledge of office software programs.
• Excellent communication and customer service skills.
• Strong record-keeping skills.
• The ability to understand and relate technical issues to the service team from customers' nontechnical descriptions.

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Service Writer Job Description [Updated for 2024]

In the dynamic world of automotive services, the importance of service writers has never been more pronounced.

As customer service standards continue to evolve, the demand for skilled individuals who can effectively manage, streamline and uphold our service operations grows.

But let’s delve deeper: What’s truly expected from a service writer?

Whether you are:

• A job seeker trying to understand the core responsibilities of this role,
• A hiring manager outlining the perfect candidate,
• Or simply curious about the intricate role of a service writer,

You’re in the right place.

Today, we present a fully customizable service writer job description template, designed for effortless posting on job boards or career sites.

Let’s get started.

Service Writer Duties and Responsibilities

Service Writers are a crucial part of the automotive service team, acting as a liaison between customers and service technicians.

They ensure customer satisfaction by understanding their needs and managing their expectations.

Service Writers have the following duties and responsibilities:

• Communicate with customers to understand their vehicle problems and needs
• Write repair orders, describing the vehicle’s condition and the repairs or services required
• Estimate costs and time required for repair or maintenance work
• Schedule appointments for vehicle inspections, tests, and repairs
• Coordinate with service technicians to ensure timely completion of work
• Explain the work performed and the charges to the customer
• Manage and file necessary paperwork and records
• Update customers on the status of their vehicles and any changes to cost or timeline
• Follow up with customers to ensure satisfaction and resolve any issues

Service Writer Job Description Template

We are looking for a detail-oriented service writer to act as the liaison between our customers and service technicians.

The Service Writer’s responsibilities include ensuring customer satisfaction, managing customer inquiries and complaints about our services, and coordinating with service technicians to ensure timely service delivery.

Our ideal candidate has exceptional customer service skills, a technical understanding of automotive services, and a knack for communication.

Ultimately, the role of the Service Writer is to facilitate smooth communication between clients and the service team, ensuring customer satisfaction, and promoting repeat business.

Responsibilities

• Interact with customers to understand their vehicle issues and explain the work required
• Prepare and present detailed service reports to customers
• Coordinate with service technicians to ensure timely service delivery
• Contribute to the development of the service department’s policies and procedures
• Handle customer complaints and ensure their resolution
• Record customer data and keep track of their service requirements
• Maintain knowledge of the latest automotive industry trends and best practices
• Participate in educational opportunities to update job knowledge

Qualifications

• Proven work experience as a Service Writer or similar role in the automotive industry
• Technical understanding of automotive systems and service needs
• Excellent communication and customer service skills
• Ability to manage stressful situations
• Proficient in relevant software applications
• Attention to detail and good problem-solving skills
• High school diploma; certification in automotive services is a plus
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

Additional Information

• Job Title: Service Writer
• Work Environment: This is a full-time, on-site position at our service center. Occasional weekend and evening work may be required.
• Reporting Structure: Reports to the Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $45,000 minimum to $65,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

What Does a Service Writer Do?

Service Writers typically work in the automotive industry, at auto repair shops, dealerships, and service centers.

They act as the liaison between the customer and service technicians working in the garage.

They work with the customer to determine the nature of the mechanical problems with their vehicles.

Service Writers are responsible for preparing repair orders that detail the problems and the required repairs.

They also provide the customer with an accurate estimate of the cost for parts and labor.

Once the work is complete, the Service Writer is responsible for explaining the work that was done, including any additional work that was necessary and how it affected the final bill.

A part of their job is to ensure customer satisfaction and to handle any customer complaints or issues.

They also may recommend additional repairs or maintenance the vehicle may need in the future.

Service Writers are knowledgeable about a wide range of automotive repairs and maintenance.

They often need to translate complex technical jargon into terms that customers can understand.

Service Writer Qualifications and Skills

A proficient Service Writer should possess the skills and qualifications that align with the role’s requirements, including:

• Strong communication skills to effectively engage with customers, understand their vehicle issues and explain the necessary repairs or services.
• Excellent customer service skills to build and maintain long-term relationships with clients, ensuring their satisfaction and loyalty.
• Technical knowledge of vehicles to accurately interpret customer complaints and liaise between the customer and service technicians.
• Problem-solving skills to identify, analyze and propose solutions to customer issues.
• Attention to detail to accurately document customer interactions, work orders, and other relevant information.
• Ability to multitask and prioritize tasks in a fast-paced environment to ensure timely and efficient completion of work orders.
• Knowledge of service estimation processes and ability to provide accurate cost and time estimates for the proposed repairs or services.
• Basic computer proficiency for creating service orders, updating records, and using service management software.

Service Writer Experience Requirements

A Service Writer is often a pivotal role in automotive or heavy machinery industries.

The experience requirements for this role usually include a minimum of 1 to 2 years of experience in customer service, sales, or administrative roles.

This experience can be gained in internships, part-time roles, or entry-level positions in related industries.

Candidates with hands-on experience in an automotive or heavy machinery setting have an added advantage.

This could be in the form of working as an automotive technician, mechanic, or related roles where they have gained exposure to parts, repairs, and service requirements.

Service Writers with 3 to 5 years of experience usually have developed strong skills in customer communication, understanding technical information, and managing workflow.

They may also have experience with related software or databases.

Candidates with more than 5 years of experience often have a good understanding of warranty procedures and cost estimates.

This experience level may also bring with it some leadership skills, as these individuals may have had the responsibility of managing and training new service writers or coordinating with a team of technicians.

Therefore, they might be ready for a supervisory or managerial role within the service department.

Service Writer Education and Training Requirements

The educational requirements for a Service Writer can vary depending on the industry, but most employers generally require a high school diploma or equivalent.

Service Writers often work in automotive industries, so experience or knowledge in this field can be beneficial.

Some employers may prefer candidates with an associate degree or certificate in Automotive Service Management or a related field.

Their job often involves interacting with customers and explaining complex technical information in a way that is easy to understand, so strong communication skills are essential.

This can be gained through practical experience or communication classes.

Service Writers also need to have good computer skills as they often use management software to keep track of customer interactions, parts inventory and invoicing.

Knowledge in this area can be gained through on-the-job training or through specific courses on computer software and systems relevant to the industry.

In addition to formal education, on-the-job training is often provided to help Service Writers understand the specific products and services offered by the company.

Some employers may also prefer candidates with a certification from organizations such as the National Institute for Automotive Service Excellence (ASE), which can demonstrate a candidate’s competency and commitment to quality.

Continuing education is also important for Service Writers to stay up-to-date with the latest technology and industry trends.

Service Writer Salary Expectations

A Service Writer can expect to earn an average salary of $39,857 (USD) per year.

However, this salary can fluctuate based on factors such as experience, location, and the size of the company that employs them.

Service Writer Job Description FAQs

What skills does a service writer need.

Service Writers should have excellent customer service skills, as they often act as the liaison between the customer and the technicians.

They also need strong communication and listening skills to accurately convey information about repairs or services to customers.

Organizational skills, attention to detail, and the ability to multitask are also critical in this role.

Do Service Writers need a degree?

While a degree is not typically required for a Service Writer, a high school diploma or equivalent is generally necessary.

Many employers provide on-the-job training.

However, courses or a degree in automotive technology, customer service, or a related field can be beneficial.

What should you look for in a Service Writer resume?

When reviewing a Service Writer resume, look for previous experience in customer service or in an automotive service setting.

Familiarity with vehicle systems and parts, as well as experience with service writing software, can be beneficial.

Strong written and verbal communication skills are also important.

What qualities make a good Service Writer?

A good Service Writer is patient, empathetic, and able to handle stressful situations.

They should be adept at explaining complex mechanical issues in terms that non-mechanical customers can understand.

They should also be highly organized and able to manage multiple tasks at once, as this role often involves juggling appointments, customer queries, and technician schedules.

Is it difficult to hire Service Writers?

The difficulty in hiring Service Writers often depends on the local job market.

In areas with a high demand for automotive services, finding experienced Service Writers may be more challenging.

Offering competitive salaries and benefits, as well as providing a positive work environment, can help attract qualified candidates.

And that’s a wrap.

Today, we’ve explored the true essence of being a service writer .

It’s not just about jotting down service requests.

It’s about shaping the customer experience, one service at a time.

With our essential service writer job description template and real-world examples, you’re ready to step up.

But why halt here?

Venture further with our job description generator . It’s your next move towards creating detailed listings or honing your resume to perfection.

Every service request is a part of the bigger customer journey.

Let’s enhance that journey. Together.

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The Editorial Team at InterviewGuy.com is composed of certified interview coaches, seasoned HR professionals, and industry insiders. With decades of collective expertise and access to an unparalleled database of interview questions, we are dedicated to empowering job seekers. Our content meets real-time industry demands, ensuring readers receive timely, accurate, and actionable advice. We value our readers' insights and encourage feedback, corrections, and questions to maintain the highest level of accuracy and relevance.

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Service Writer Job Description

Service writer duties & responsibilities.

To write an effective service writer job description, begin by listing detailed duties, responsibilities and expectations. We have included service writer job description templates that you can modify and use.

Sample responsibilities for this position include:

Service Writer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Writer

List any licenses or certifications required by the position: I-CAR, ASE, EIT, IAT

Education for Service Writer

Typically a job would require a certain level of education.

Employers hiring for the service writer job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in General Education, Education, Technical, Engineering, Communications, Associates, Business/Administration, Writing, Journalism, Computer Science

Skills for Service Writer

Desired skills for service writer include:

Desired experience for service writer includes:

Service Writer Examples

• Microsoft Word (.docx) .DOCX
• PDF Document (.pdf) .PDF
• Image File (.png) .PNG
• Schedule training classes for the end users when they arrive in McMurdo
• Ascertains automotive problems and services by listening to customer's description of symptoms
• Prepares Work Orders (WO) in conjunction with the work order planners by, validating discrepancies describing symptoms, problems, and causes discovered, repairs and services required
• Maintains customer rapport by explaining estimates and expected return of vehicle
• Maintain Service Net Planner with PMs campaigns, repairs from drive-ins, call-ins, and 24/7 calls, and off lease/on lease
• Respond to customer inquiries regarding billing and scheduling
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with an emphasis on details and accuracy
• Provide Network Services Diagrams to reflect changes in network services, and monthly status and performance reports - Provide documentation showing procedures followed while completing changes for Infrastructure Assessment and Test Environment
• The Express Service Writer will visually inspect vehicle, question customer about vehicle performance, complete service work order, and explain service costs to customers
• Booking appointments for our mechanical department
• Must be able to lift, bend and stoop to accomplish job tasking
• Critical problem-solving and decision making ability
• Must be willing and able to perform physical activities including heavy lifting, climbing in and out of equipment, crawling, and working in extreme outdoors weather conditions
• Must be able to use sound judgment and possess solid decision making ability to quickly, safely and effectively solve problems
• Must have computer experience and be able to learn and utilize (Maximo) work order, telematics, fuel issue and timesheet software programs
• Must be able to professionally and effectively communicate both orally and in writing to management, staff, colleagues and Program Officials
• Coordination of work flow from the office to the shop floor with internal departments
• Troubleshooting customer concerns
• Administration of various office tasks
• Research, interpret, analyze, and write by interpreting project plans and requirement specification and determining appropriateness for inclusion into documentation and other content development
• Work closely with subject matter experts (i.e., development team, product marketing, ) to learn and leverage core content and build effective learning deliverables
• Follow established style and content standards
• Work with source controlled documents and an electronic document management system
• Proactively identify ways to improve internal processes, templates, style guides, and usability of our documentation set
• Keep and incrementally improve pathways of communication with all stakeholders
• Write and edit internal documents such as plans, reports, procedures, and instructions
• Must be able to work various nonstandard hours to accommodate different client time zones while in Centennial office
• At least 1 year of progressively responsible experience in an administrative function
• Confers with and questions vehicle operators to conduct an initial assessment and determine the nature of a vehicle's mechanical and operational problems and service needs
• Prepares manual and computerized work orders documenting vehicle damage, detailing problems, and describing service needs for use by automotive mechanics in making diagnostic analyses
• Completes manual and computerized forms to track the delivery of vehicles to trades personnel or to vendors for needed repairs and service and to monitor the status of repairs and estimated completion date
• Closes out work orders upon completion of repairs, noting repairs made and entering data from work orders onto the Vehicle Management System (VMS) to update computerized vehicle records
• Edit the work of peers
• Participate in Agile teams
• Develop or maintain service information from product design documentation and information provided by subject matter experts in the
• Assist subject matter experts (SMEs) in creating knowledge articles, info graphics, and videos to answer common customer questions
• Build answer flows using standard templates within the knowledge repository
• Publish and make visible ‘trending articles’ on the knowledge portal’s landing page
• Maintain a hopper of ‘content recommendation’ requests, prioritize based on frequency of the questions and work with SMEs to get content created
• Review and revise existing content working with SMEs based on user requests
• Help with creating training material related to new knowledge content / new product introductions
• Assist with Service Coordinator duties as necessary
• Maintains automotive records by recording problems and corrective actions planned
• Notifies vehicle operators when vehicles are ready for pick-up
• Verifies with automotive technicians that vehicles have been serviced for scheduled preventive maintenance and inspected by appropriate supervisors
• Completes and updates computerized records for the Preventive Maintenance Program (PMP)
• Prepares daily work reports providing management with a status of all vehicles in the garage facility including vehicles to be serviced, status of work required per work order and completed and closed out work orders
• Conduct a yard and facility check of vehicles
• Primary responsibility is to write and/or revise, edit and release Service Bulletins and Service Letters for In-Flight Entertainment (IFE) and Cabin Services systems, components and test equipment using FrameMaker, Corel Draw and Adobe Illustrator
• Flexible to work anytime and must have a tenacious work attitude
• Should be able to work as a team member
• Should be able to handle varied tasks
• Create repair orders
• Performs a wide range of complex duties
• Generates Maximo work orders and ascertains materials availability
• Prepares Work Orders (WO) by describing symptoms, problems, and causes discovered, repairs and services required
• Maintains customer rapport by providing expected time of return for equipment
• Reports fleet in-commission rates, deadline reports, and deferred maintenance reports to the VMF supervisor
• Expertise with Adobe FrameMaker and strong Microsoft Office skills
• Demonstrated success in working in a highly collaborative, team-oriented environment
• Bachelor’s degree (or equivalent experience) in technical communications or related field
• Five years of experience in technical content development and delivery in a healthcare environment
• Experience working in a highly regulated quality control and product release system is a plus
• Experience working with electrical, mechanical, and software engineers is a plus
• Updates job knowledge by participating in educational opportunities, responsible for reading manufacturers' publications
• Must be able to train operators of light vehicles (pick-up trucks and tracked equipped pickup trucks)
• Answers telephone in a prompt and professional manner
• Serve as key customer contact to promote quality customer service within field service
• Assesses customer needs, gathers pertinent information, and opens work orders
• Develops estimates and repair plans with the help of a service supervisor, by determining the length of repair based on parts and labor availability
• Works with the Service Supervisor to schedule field service job assignments
• Invoices work orders in a timely and consistent manner
• Delegates effectively and regularly with solid support and follow through
• Carry work order from start to finish, to include Warranty Administration
• Minimum three (3) years of experience in vehicle/equipment operation
• Valid, unexpired U.S. Vehicle Operators License required
• Must have computer experience and be able to learn and utilize (Maximo) work order and timesheet software programs
• Promote the overall appearance of the shop by maintaining a clean and orderly department
• Multi-lingual speakers preferred
• Internal/external customer satisfaction/FANS

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