Lead Service Writer

Why Join Our Team?

Masters Transportation has been a leader in the commercial transportation industry for over 30 years. With one of the nation's largest fleets and locations across the U.S., we provide customized vehicle solutions to meet diverse organizational needs. Our services include sales, rentals, leasing, financing, and repairs, catering to industries such as education, hospitality, senior living, and camps. Driven by core values like excellence, integrity, and a solution-oriented mindset, we prioritize safety, quality, and customer satisfaction. As a trusted partner in mobility, we are committed to delivering unmatched expertise and tailored transportation solutions across the country.

Benefits:

• Generous Paid Leave and 12 Paid Holidays.

• Competitive health insurance, dental, vision, company-paid life insurance, and short/long- term disability benefits.

• 401(k) with company match.

• Flexible Spending and Health Savings Accounts.

• Discounts on travel, entertainment and more.

• Investment in Employee Development

Classification: Exempt

Reports To: Service Manager

Position Type: Full Time

Work Schedule: Varies

Work Location: Headquarters, Kansas City

Job Summary: The Lead Service Writer serves as the primary liaison between customers and the service department, ensuring that vehicle concerns are accurately assessed, documented, and communicated to technicians. This role oversees the flow of repair orders, schedules service work efficiently, and keeps customers informed throughout the service process. In addition to performing core service writer duties—such as documenting concerns, explaining service recommendations, preparing estimates, and managing work orders—the Lead Service Writer also provides day‑to‑day guidance to other Service Writers. This includes delegating workload, setting priorities, offering support on complex customer or repair issues, and helping maintain consistent service quality across the team. Through strong leadership, communication, and organizational skills, the Lead Service Writer helps ensure an efficient workflow, a positive customer experience, and a well‑coordinated service operation.

Essential Functions:

• Engage with customers to accurately assess and document their service concerns and vehicle needs.

• Explain service options, repair recommendations, and expected timelines while serving as the communication link between customers and technicians.

• Provide accurate estimates for services, repairs, and parts.

• Recommend additional services based on inspection results.

• Create and manage work orders for all service requests.

• Ensure all paperwork associated with warranty and service contracts is complete and accurate.

• Coordinate with technicians to prioritize and schedule service work efficiently.

• Schedule appointments and manage the service calendar to optimize workflow.

• Write detailed Repair Orders (ROs) that clearly capture customer concerns for technicians.

• Keep customers informed about the progress of their service, including status updates and any delays.

• Process payments and maintain accurate records of customer interactions, service orders, and payments.

Competencies:

• Customer Service skills

• Technical Skills

• Communication Skills

• Organizational skills

• Detail oriented

• Leadership

Supervisory Responsibilities:

None

Work Environment:

Office and/or Automotive Service Shop

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job:

• The employee is regularly required to stand or walk; use hands to finger, handle or feel objects; and reach with hands and arms

• The employee regularly is required to walk

• The employee is occasionally required to stoop, kneel, or crouch

• The employee is regularly required to stand for extended periods of time

• The employee must occasionally lift and/or move up to fifty (50) pounds

• Specific vision abilities required by this job include close vision, peripheral vision, and depth perception

• Ability to bend, stoop, and squat

Required Education/Experience/Certifications:

• High School diploma or GED.

• Proficiency with computer software and hardware.

• 3-5 years of Service Writer experience.

• Able to read and follow written and verbal instructions.

Preferred Education/Experience/Certifications :

• Experience in the bus industry is a significant advantage

• Background in automotive technology and repair

• Bachelor’s degree in business, sales, or a related field is a plus

Travel Requirements

None

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement

Master’s Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.