Automotive Service Writer

Service Writer

Rockville, VA

Job Scope and Responsibilities:

The Automotive Service Writer is the primary communication and documentation link between drivers, dispatch, mechanics, parts personnel, and management. This position is responsible for opening, tracking, and closing all repair orders, coordinating shop workflow, providing timely status updates, and maintaining accurate fleet maintenance records to minimize downtime and support on-time concrete deliveries.

Reporting Structure:

The Service Writer reports directly to the Shop Manager and has a functional reporting line to the Director of Operations, Equipment & Fleet Services.

Key Duties:

• Open and document repair orders with driver complaints, vehicle information, mileage/hours, and priority level
• Assign work to mechanics and communicate estimated completion times to drivers and dispatch
• Update repair orders in real time with technician notes, parts used, labor hours, and additional findings
• Review and close completed repair orders, ensuring accuracy and proper charging
• Serve as main point of contact for drivers, dispatch, and batch plant on truck status and return-to-service times
• Coordinate scheduled PMs, DOT inspections, and warranty work with operations
• Work with Parts department to ensure correct parts are ordered and charged to repair orders
• Maintain complete and accurate service history records for all fleet assets
• Generate downtime, repeat repair, and performance reports for Shop Manager
• Answer shop phones, radios, and assist with basic administrative tasks as needed
• Promote a clean, safe shop environment and professional driver interactions

Qualifications:

• Minimum 2 years experience as a Service Writer or Service Advisor in heavy-duty truck, construction, or ready-mix environment
• Strong mechanical knowledge of diesel trucks and ready-mix equipment
• Proficient with fleet maintenance software and basic computer skills
• Excellent communication, organization, and customer service skills
• Ability to stay calm and professional in a fast-paced, high-pressure shop
• Valid driver's license (Class B CDL preferred but not required)

Additional Requirements:

• Ability to multitask and prioritize in a busy environment
• Detail-oriented with strong record-keeping abilities
• Willingness to assist shop team as needed
• Commitment to safety and teamwork