SERVICE WRITER

Reports To: Service Manager

Summary

The primary function of the Service Writer is ensure customers are greeted openly and friendly and to provide extra mile 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 process through technology. The individual also assists Service department with clerical duties, such as documentation required for warranty, policy settlements, customer, and vendor contact.

Key Responsibilities

Responsibilities for the position on a daily, weekly, or annual basis.

• Receives Inbound Customer phone calls concerning service scheduling and requests.
• Greets and Assists Drivers at the location with their unit.
• Coordinates and tracks the status of customer repair orders with Service Manager and Shop Foremen for task assignment. Ensures customers receive the most expedient service available through listening, questioning, and understanding repair requests.
• Works with Service Manager to ensure timely action taken and settled in areas of disputes and warranty.
• Assures all documentation necessary for the sale of labor (customer, internal, and warranty) is complete and properly executed.
• Maintains repair orders by ensuring they are properly opened and closed timely.
• Stays informed of current service bulletins, recalls, and warranty information.
• Informs the Service Manager of all customer complaints so they may be handled before the vehicle leaves the shop.
• Advises customers of needed service work, as well as suggests additional labor, parts, and body shop sales whenever possible (i.e., Preventive Maintenance Inspections, related service work, etc.).
• Contacts vendors and OEM’s for product information or authorizations.
• Obtains purchase orders from customers and sublet providers.
• Participates in training to stay current on technical and warranty issues.
• Assists in maintaining a clean shop and office area.

Business Skills

Individual has demonstrated a strong set of business skills listed below

• Conflict Management - Understanding, addressing and resolving conflict constructively
• Interpersonal Skills - Effectively communicating, building rapport and relating well to all kinds of people
• Understanding Others - Understanding the uniqueness and contributions of others
• Customer Focus - Anticipating, meeting and/or exceeding customer needs, wants and expectations
• Flexibility - Readily modifying, responding and adapting to change with minimal resistance
• Teamwork - Cooperating with others to meet objectives
• Influencing Others - Personally affecting others actions, decisions, opinions or thinking
• Time and Priority Management - Prioritizing and completing tasks in order to deliver desired outcomes within allotted timeframes

Behaviors

The candidate needs to have the following behaviors for superior job performance.

• Interaction - The job requires frequent communication and engagement with others.
• People-Oriented - The job requires building rapport with a wide range of individuals.
• Customer-Oriented: The job requires identifying and meeting customer expectations.
• Versatile - The job requires adapting to a range of situations with ease.
• Frequent Change - The job requires rapid task-switching.
• Urgency - The job requires decisiveness, quick response, and fast action.
• Persistence - The job requires finishing tasks despite challenges or resistance.
• Following Policy - The job requires adhering to rules, regulations, or existing methods.
• Consistent - The job requires predictable performance in repetitive situations.

Qualifications

To perform this job successfully, an individual should have basic Computer skills and proficiency with Repair Order Processing Software.

• Working hours: The individual may be required to work varied shifts, including evenings, weekends, or extended hours based on the repair shop's operational needs. They may also need to be available on call or in emergencies.

Physical Requirements

The physical demands described here are representative of those required of an employee to successfully perform the essential functions of this job. Physical requirements commonly associated with an individual working in a Heavy Duty Diesel Truck Repair Shop and not a technician.

• Mobility: The individual should be able to move around the repair shop, including walking, standing, and potentially bending or kneeling to inspect vehicles or equipment.
• Vision: Good eyesight and visual acuity are important for the individual to oversee repairs, inspect components, read technical manuals, and ensure quality control.
• Hearing: The individual should have good hearing to communicate effectively with technicians, customers, and vendors, and to be aware of any audible warnings or signals in the repair shop.
• Manual dexterity: A certain level of manual dexterity is required for the individual to handle paperwork, use computer systems, and potentially assist technicians with tasks such as ordering parts or setting up equipment.
• Lifting: While heavy lifting may not be the individual's primary responsibility, the ability to occasionally lift and move tools, equipment, or parts may be necessary.

About Palmer Trucks

Palmer Trucks is a full-service Kenworth dealership network serving Ohio, Indiana, Kentucky, and Illinois with a comprehensive package of products and services. As a family-owned business with more than half a century of growth and success, Palmer Trucks has grown into a team of more than 650 individuals. With more than two million trucks on U.S. highways and interstates at any given time, there is a paramount need to keep the industry moving forward – 24 hours a day, 7 days a week.

We remain committed to forming authentic and valuable connections by fulfilling the industry’s unique, time-sensitive needs as a trusted partner. We accomplish this by providing products and services of the highest quality and value – personalized for you.

Because of this philosophy, we develop and nurture long-term, valuable relationships with our partners. The Palmer Trucks team has the utmost privilege and gratitude in doing business, and these core values are what keep customers returning year after year and have kept us – On the Road Since 1965.

Benefits

Palmer Trucks is a family-owned company with nearly 60 years of success, treating everyone with respect and dignity. Our team is always ready to help you find the best benefits package for you and your family.

Individual, Spouse, and Family coverage. Multiple Products are affordable and provide value for you and your family.

• Health and Wellness Benefits
• Medical Insurance
• Dental Insurance
• Vision Insurance

Financial stability and Retirement Preparedness:

• Our 401(k) program includes a company match
• Retirement Planning Assistance
• Financial Guidance and Education

Paid Time Off:

• Full-time employees enjoy paid holidays and personal time
• Vacation is based on the length of service.

Resources when we face major challenges and life events:

• Company Paid Short Term Disability Insurance and
• Long Term Disability Insurance, Additional Life Insurance, Hospital Stay, Critical Illness, and other products
• Bereavement Services and Employment Assistance Program
• Mental Health Resources readily accessible and without stigma

Paid Training and Tools Assistance to do the job right.

Job Posting Information

This position has an immediate start date and will allow for proper notice to the existing employer. Submit your resume with confidence, knowing that all contact with us is completely confidential.

Palmer Trucks is committed to working with individuals with disabilities and providing reasonable accommodations. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact:hr@palmertrucks.com

Palmer Trucks is an Equal Opportunity Employer. All Applicants are considered for employment without regard to race, color, national origin, religion, sex (including pregnancy), age (40 or older), disability, veteran status, or any other legally protected characteristic.

Revised: November 2025