Swing Shift Service Writer

SERVICE WRITER - 2nd Shift
Reports To: Service Manager
The primary function of the Service Writer is to ensure customers are greeted warmly and to provide extra-mile customer service. The individual receives customer service requests, coordinates scheduling and customer uptime, and handles triage. The Service Writer estimates repair costs within set guidelines and manages the shop's repair order process using technology. The individual also assists the Service department with clerical duties, such as documentation required for warranty and policy settlements, and customer and vendor contact.

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 by listening, asking questions, and understanding repair requests.
Works with the Service Manager to ensure timely action is taken and disputes and warranty issues are resolved.
Assures all documentation necessary for the sale of labor (customer, internal, and warranty) is complete and properly executed.
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 required service work and suggests additional labor, parts, and body shop sales whenever possible (e.g., Preventive Maintenance Inspections, related service work, etc.).
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.
Interpersonal Skills - Effectively communicating, building rapport, and relating well to all kinds of people
Customer Focus - Anticipating, meeting, and/or exceeding customer needs, wants, and expectations
The candidate needs to have the following behaviors for superior job performance.
People-Oriented - The job requires building rapport with a wide range of individuals.
Customer-Oriented - The job requires identifying and fulfilling customer expectations.
Following Policy - The job requires adhering to rules, regulations or existing methods.
Consistent - The job requires predictable performance in repetitive situations.
To perform this job successfully, an individual should have basic Computer skills and proficiency with Repair Order Processing Software.
~ The individual may be required to work varied shifts, including evenings, weekends, or extended hours based on the repair shop's operational needs. Physical requirements commonly associated with an individual working as 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.
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.
While heavy lifting may not be the individual's primary responsibility, the ability to occasionally lift and move objects such as 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 a half-century history of growth and success, Palmer Trucks has grown to a team of more than 600 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 accomplish this by providing products and services of the highest quality and value - personalized for you.
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.
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.

Medical Insurance
Dental Insurance
Financial stability and Retirement Preparedness:
Retirement Planning Assistance
Financial Guidance and Education
Full-time employees enjoy paid holidays and personal time
Vacation 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
Paid Training and Tools Assistance to do the job right.

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:View email address on click.appcast.io Trucks is an Equal Opportunity Employer. All Applicants are considered for employment without a regard to race, color, national origin, religion, sex (including pregnancy), age (40 or older), disability, veteran status or any other legally protected.