Heavy-Duty Diesel Service Advisor / Service Writer

The Heavy-Duty Diesel Service Advisor / Service Writer is responsible for initiating automotive services and repairs by ascertaining vehicle performance problems, scheduling workflow, and verifying customer requests. You will translate customer concerns into accurate repair orders for diesel technicians, source heavy-duty parts, provide cost estimates, and keep customers or fleet managers updated throughout the repair process.

Key Responsibilities

• Customer & Fleet Communication: Greet customers, listen to their vehicle issues, and ask clarifying questions to accurately document symptoms on the Repair Order (RO).
• Scheduling & Workflow: Coordinate with the shop foreman to schedule service appointments to maximize shop efficiency without overbooking technicians.
• Estimating & Quoting: Calculate accurate estimates for labor, parts, and timelines. Source heavy-duty and diesel-specific parts (e.g., injectors, DPF filters, heavy-duty brakes) and provide comprehensive quotes to customers for approval.
• Liaison Duties: Translate technical jargon from diesel mechanics into clear, understandable terms for the customer.
• Repair Updates: Keep owner-operators and fleet managers informed of repair statuses, unexpected delays, or necessary additional repairs requiring authorization.
• Documentation & Invoicing: Maintain detailed, accurate records of all customer interactions, authorizations, DOT inspection documentation, and final repair details. Review and close out final invoices.