Service Writer

If your priority is to deliver excellent customer service in a fast-paced, heavy-duty truck, trailer, or equipment repair environment, Hoyt's Trailer Center is looking for you. We are seeking a Service Writer to support our shop operations. At Hoyt's Trailer Center, a trusted name in the transportation industry, our purpose is to create opportunities for success for our customers, employees, and community. How do we do it? - By providing transportation solutions, including service, parts, purchase, rental, and lease of trucks and trailers.

Primary Accountabilities:

The Service Writer is the critical link between customers and our service team, ensuring clear communication, accurate repair orders, and timely service delivery. The role is responsible for intake, customer updates, and job tracking while delivering exceptional customer service in the heavy-duty truck and trailer repair environment. A candidate with attention to detail, a willingness to learn, and excellent people and problem-solving skills will be successful in this role. The service writer is responsible for four key areas with duties pertaining to each.

Key Responsibilities

1. Customer Service & Intake
   
   
   
   1. Greet and assist customers through phone calls and walk-ins
   
   
   2. Collect detailed information regarding customer vehicle concerns and problems
   
   
   3. Open and manage repair orders with accuracy and clarity
   
   
   4. Clearly explain service needs, estimates, and timelines to customers
   
   
   
   


2. Repair Order Management
   
   
   
   1. Translate customer complaints to the foreman and technicians
   
   
   2. Update repair orders as the job progresses
   
   
   3. Verify warranty eligibility and document accordingly
   
   
   4. Close out and invoice repair orders upon job completion
   
   
   
   


3. Communication & Coordination
   
   
   
   1. Communicate proactively and consistently with customers regarding job status
   
   
   2. Coordinate with parts, technicians, and managers to ensure the timely completion of repairs
   
   
   3. Escalate delays or issues proactively to customers and the service manager
   
   
   
   


4. Administration & Compliance
   
   
   
   1. Maintain accurate customer and unit records within our service software
   
   
   2. Ensure compliance with DOT and internal document standards
   
   
   3. Support after-hours coordination when needed