Automotive Service Writer Job Description
Service writers work in vehicle service centers, liaising between customers and service technicians when cars or other vehicles need servicing or repairs. A service writer may also act as the service receptionist, dealing with customers at vehicle check-in and handover.
Service writers do not require formal education requirements beyond a minimum of a high school diploma. They must have exceptional customer service and interpersonal skills including the ability to exercise initiative, tact, diplomacy and a positive service oriented attitude. Service Writers should also have detailed knowledge of the workings of a vehicle so they understand customers’ problems or instructions.
Service writers meet customers who need scheduled servicing or repairs, discuss the customers’ requirements and translate those requirements into instructions for service technicians. They provide the customer with an estimate of costs and give an indication of when the vehicle will be ready for collection. If the vehicle requires additional work beyond the original estimate, the service writer contacts the customer to advise the extra cost and obtain approval to proceed.
Service writers enter the details of the job on the service center computer system and prepare detailed instructions for the service technicians together with a list of the replacement parts needed for the job. If the job has a standard time allowance, they advise the service technician. They also check the vehicle’s warranty or extended warranty to see if any repairs are covered by insurance.
When the job is complete, service writers hand the vehicle back to the customer, explaining the work that has been carried out. The service writer’s customer liaison role plays an important part in building customer satisfaction, which is critical to building repeat business for the service center.