Service Writer I Job at Palmer Trucks in Indianapolis

Service Writer Summary The primary function of the Service Writer is ensure customers are greeted openly and friendly and to provide extra mile customer service. The individual receives customer requests for service, coordinates scheduling and customer uptime with triage. The Service Writer estimates the cost of repairs within set guidelines and manages shop repair orders process through technology. The individual also assists Service department with clerical duties, such as documentation required for warranty, policy settlements, customer, and vendor contact. Key Responsibilities Receives In… Greets and … During the shift the Service Writer attends to the needs of customers and coordinates repairs. Assist with documentation for warranty and policy settlements. Makes sure the shop repair orders process is handled through technology. Works with the service department on clerical duties. Engages with the customer during the service process. Additional responsibilities include any and all supportive tasks required. Interacts with vendors when needed. Ensures accurate cost estimation within guidelines. Handles scheduling and uptime coordination. Ensures proper documentation for all repair work. Manages electronic record keeping. Works as a liaison between customers and technicians. Maintains a professional and friendly front office environment. Collaborates with service staff on daily and weekly tasks. Participates in training and scenario-based drills. Ensures compliance with safety and company policies. Responds to customer inquiries in a timely manner. Adapts to changing priorities and workload. Business Skills Conflict Management – Understanding, addressing and resolving conflict constructively. Interpersonal Skills – Effectively communicating, building rapport and relating well to all kinds of people. Understanding Others – Understanding the uniqueness and contributions of others. Customer Focus – Anticipating and meeting customer needs and expectations. Flexibility – Adapting to various situations with ease and competence. Change Management – Quickly shifting between tasks to meet evolving demands. Priority Management – Setting priorities and completing tasks within deadlines. Persistence – Overcoming obstacles and continuing toward committed goals. Empathy – Understanding and respecting others’ perspectives and emotions. Decision Making – Making quick, effective decisions to move tasks forward. Communication – Sharing information clearly, assertively and respectfully. Qualifications To perform this job successfully, an individual should know basic Computer skills and Repair Order processing software. Working hours: The individual may be required to work various shifts, including evenings, weekends, or extended hours based on the repair shop’s operational needs. They may also need to be available for emergency situations. Physical Requirements Mobility – The individual should be capable of moving around the repair shop, including walking, standing, and potentially bending or kneeling to inspect vehicles or equipment. Vision – Good eyesight and visual acuity are important for the individual to oversee repairs, inspect components, read technical manuals, and ensure quality control. Hearing – The individual must have good hearing to communicate effectively with technicians, customers, and vendors, and to be aware of audible warnings or signals in the repair shop. Manual dexterity – A certain level of manual dexterity is required for the individual to handle paperwork, use computer systems, and potentially assist technicians with tasks such as parts ordering or equipment setup. Lifting – Though heavy lifting may not be the primary responsibility, the ability to occasionally lift and move objects such as tools, equipment or parts may be necessary. About Palmer Trucks Palmer Trucks is a full-service Kenworth dealership network serving Ohio, Indiana, Kentucky and Illinois with a comprehensive package of products and services. As a family-owned business with more than a half-century history of growth and success, Palmer Trucks has grown to a team of 700 individuals. With more than two million trucks on U.S. highways and interstates at any given time, a paramount need exists to keep the industry moving forward – 24 hours a day, 7 days a week. We maintain a commitment to forming authentic and valuable connections through fulfilling the industry’s unique, time-sensitive needs as a trusted partner. We accomplish this by providing products and services of the highest quality and value – personalized for you. Because of this philosophy, we develop and nurture long-term, valuable relationships with our partners. The Palmer Trucks team has the utmost privilege and gratitude of doing business, and these core values are what keep customers returning year-after-year, and are what have kept us – on the road since 1965. Benefits Health and Wellness Benefits Medical Insurance Dental Insurance Vision Insurance Financial Stability and retirement preparedness Our 401(k) program includes a company match Retirement Planning Assistance Financial Guidance and Education Paid Time Off Full-time employees enjoy paid holidays and personal time Vacation based on length of service. Resources when we face major challenges and life events Company Paid short-term disability insurance and Long term disability insurance, additional life insurance hospital stay, critical illness, other products Bereavement services and employment assistance program Mental health resources readily accessible and without stigma Paid training and tools assistance to do the job right. Job posting information. This position is with an immediate opening start date and will allow for the proper notice for existing employer. Submit your resume with confidence that all contacts with us are completely confidential. Palmer Trucks is committed to working with and providing reasonable accommodations to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: hrteam@palmertrucks.com. Palmer Trucks is an equal opportunity employer. All applicants are considered for employment without regard to race, color, national origin, religion, sex (including pregnancy), age (40 or older), disability, veteran status or any other legally protected. Revised: November 2025 Seniority level Seniority level Entry level Employment type Full-time Job function Other Truck Transportation #J-18808-Ljbffr