What are the responsibilities and job description for the Service Writer position at Easton Motors, Inc?
POSITION SUMMARY
The Service Writer acts as a critical liaison between customers, internal teams, and technicians/detailers to ensure efficient and effective service delivery. This role supports both customer and inventory vehicle service by interpreting needs, estimating repair time and cost, coordinating repairs, and managing related administrative tasks. The Service Writer also helps ensure vehicle readiness for sale and positive customer interactions post-repair.
POSITION RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Customer & Technician Communication
- Serve as the primary point of contact for all vehicle service and repair matters.
- Consult and interpret customer needs for technicians; understand concerns and arrange appropriate services.
- Set and manage expectations for service delivery, including costs, timelines, and updates.
- Advise customers on preventative maintenance and manufacturer-recommended services.
- Communicate repair status and timelines regularly to customers and team members.
- Conduct customer follow-up post-service to ensure satisfaction.
- Service Coordination & Estimating
- Perform accurate cost and labor estimates based on technician input.
- Source new, used, and aftermarket parts from various vendors, both internally and externally.
- Communicate with fleet management, warranty companies, and third-party service representatives.
- Manage vehicle movement to and from lots for service and sale preparation.
- Ensure adherence to warranty processes and validate returned part credits.
- Maintain manufacturer warranty and repair procedure compliance.
- Oversee technician/detailer scheduling and time off.
Inventory & Sales Prep Support
- Support sales team by preparing vehicles for display or delivery (washing, gas, snow removal, etc.).
- Assist with minor tech duties and vehicle deliveries as needed.
- Maintain cleanliness and curb appeal of the lot and vehicles.
- Maintain knowledge of entire Easton Motors inventory.
Administrative & System Duties
- Utilize AMS and other shop management systems to log and track service activities.
- Process payments, verify and record AP data, and prepare bank deposits.
- Maintain customer complaint records and complete all necessary paperwork accurately and timely.
- Participate in general store maintenance and cleaning.
As well as other duties as assigned.
Schedule:
Monday through Friday from 7:30 a.m. until 4:30 p.m.