Heavy-Duty Diesel Service Advisor / Service Writer

Description 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.

Requirements

• Experience: 2+ years of experience as a Service Advisor/Writer, preferably in a diesel, heavy-duty truck, or commercial fleet environment.
• Technical Knowledge: Strong working knowledge of diesel engines (e.g., Cummins, Paccar, Detroit, Volvo-Mack, Powerstroke, Duramax) and heavy-duty truck systems (air brakes, aftertreatment systems, heavy suspensions).
• Software Proficiency: Experience with shop management and scheduling software (e.g., Fullbay, Mitchell1, or similar platforms).
• Customer Service Skills: Excellent verbal and written communication skills with a proven ability to manage frustrated customers and negotiate service sales.
• Attention to Detail: Ability to accurately track complex parts orders, warranty claims, and multiple fleet accounts simultaneously.

Preferred Skills

• Familiarity with DOT regulations and compliance inspections.
• Existing relationships with local heavy-duty parts vendors.
• ASE Certification (Service Consultant) is a strong plus.