Service Writer

Brief Description The Service Writer plays a key role in supporting Fleet Maintenance operations by coordinating, documenting, and communicating maintenance and repair activities for Company tractors, trailers, and equipment (“RT Equipment”).

The Service Writer serves as the communication hub between Drivers, Mechanics, Dispatch, Shop Leadership, and Fleet Leadership to ensure maintenance needs are properly documented, repairs are prioritized and efficiently completed, and equipment is returned to operation as quickly as possible. This position is responsible for maintaining accurate service records, monitoring repair progress, communicating equipment status, and supporting the overall efficiency of shop operations.

Essential Duties And Responsibilities

• Create, track, update, and close Work Orders in Fleetio in accordance with Company SOPs.
• Ensure all maintenance and repair documentation, including parts, labor, repair details, and time, is accurately recorded in Fleetio.
• Serve as a primary point of communication between Drivers, Mechanics, Dispatch, Shop Leadership, and Fleet Leadership regarding equipment maintenance and repair status.
• Maintain regular verbal and documented communication with internal customers regarding repair needs, progress, estimated completion, and equipment availability.
• Work closely with shop personnel to monitor repair progress, identify delays, and help ensure maintenance and repairs are completed efficiently.
• Assist with planning, coordinating, and prioritizing maintenance and repair work to minimize equipment downtime and support operational needs.
• Respond promptly to breakdowns, emergency repairs, and other service requests received through approved Company communication channels.
• Identify and escalate overdue maintenance, repair delays, safety concerns, or equipment requiring priority attention to Shop or Fleet Leadership.
• Maintain accurate equipment status information in Fleetio and communicate equipment availability, downtime, and repair updates to appropriate departments.
• Coordinate equipment assignments, swaps, transfers, and reassignments with Dispatch, Fleet Operations, and Shop Leadership as needed.
• Record equipment movements, transfers, and reassignments in Fleetio and communicate updates through appropriate Company communication channels.
• Inspect or assist with the inspection of returned equipment for maintenance needs, cleanliness, fuel levels, damage, and missing items, and ensure findings are properly documented.
• Contact Drivers as needed regarding scheduled maintenance, equipment repairs, or planned service and prepare Work Orders for assigned equipment.
• Coordinate with Parts and Mechanics to ensure required parts are properly assigned and documented on applicable Work Orders.
• Distribute parts to Mechanics when required based on shop staffing or shift needs and ensure parts are accurately charged to the appropriate Work Order.
• Monitor open Work Orders and follow up with appropriate team members to ensure work progresses and records remain current.
• Maintain organized and accurate maintenance records in accordance with Company policies and applicable regulatory requirements.
• Provide professional and timely customer service to Drivers and internal departments while helping resolve equipment and maintenance-related concerns.
• Support Shop and Fleet Leadership with maintenance reporting, equipment status updates, and other administrative or operational needs.
• Follow all Company safety policies, procedures, and maintenance standards.
• Perform other duties and responsibilities as assigned based on operational and business needs.

Requirements Qualifications:

• High school diploma or equivalent required; technical or vocational training preferred.
• Previous experience in fleet maintenance, service writing, or mechanical coordination strongly preferred.
• Strong attention to detail, organizational skills, and safety awareness.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficient in Fleetio or similar fleet management software.
• Superior customer service, teamwork, and verbal/written communication skills.
• Be able to read, write, and speak English.

Physical Requirements

• When necessary, be able to wear proper PPE including but not limited to steel-toed boots, hard hat/bump cap, safety glasses, and appropriate gloves.
• Be able to pull, push, and lift 30 pounds.

Behavioral Competencies

• Dedication and commitment to teamwork and common goals.
• Ability to follow proper protocol for incident reporting and emergency situations.
• Strong morale character.
• Ability to be flexible and adaptable to the ever-changing needs of clients and industry.

Summary Schedule: 2 weeks on / 1 week off rotation, 12-hour shifts

Exemption Status: Non-exempt

Reports To: Shop Supervisor

We are an Equal Employment Opportunity employer. All qualified applicants will be considered for employment regardless of age, national origin, race, color, disability, religion, sexual orientation, gender identity or expression, or any other characteristic protected under applicable law.