What are the responsibilities and job description for the Service Writer position at Thompson Truck Group?
Service Advisor/Writer - Knoxville | Thompson Truck Group
Position Summary
Thompson Truck Group is expanding our Knoxville team and seeking a Service Advisor/Writer who delivers exceptional customer service and thrives in a fast‑paced, team‑oriented environment. As a key link between our customers and our service technicians, you will ensure every repair order is accurate, every communication is clear, and every customer leaves with confidence in the work we provide.
About Thompson Truck Group
Thompson Truck Group is a trusted leader in commercial truck sales, service, and support across the region. We are known for our commitment to quality workmanship, customer-first service, and long-term partnerships with fleet operators, independent drivers, and commercial businesses. Our Knoxville location is a high‑performing, customer‑focused operation supported by a strong network of technicians, parts specialists, and service professionals.
We invest in our people through ongoing training, modern facilities, and opportunities for advancement—because our team is the foundation of our success.
Key Responsibilities
Position Summary
Thompson Truck Group is expanding our Knoxville team and seeking a Service Advisor/Writer who delivers exceptional customer service and thrives in a fast‑paced, team‑oriented environment. As a key link between our customers and our service technicians, you will ensure every repair order is accurate, every communication is clear, and every customer leaves with confidence in the work we provide.
About Thompson Truck Group
Thompson Truck Group is a trusted leader in commercial truck sales, service, and support across the region. We are known for our commitment to quality workmanship, customer-first service, and long-term partnerships with fleet operators, independent drivers, and commercial businesses. Our Knoxville location is a high‑performing, customer‑focused operation supported by a strong network of technicians, parts specialists, and service professionals.
We invest in our people through ongoing training, modern facilities, and opportunities for advancement—because our team is the foundation of our success.
Key Responsibilities
- Customer Intake — Greet customers, document concerns, and set clear expectations for service timelines.
- Repair Order Management — Create, update, and close repair orders with accuracy and attention to detail.
- Service Recommendations — Communicate technician findings and obtain customer approval for recommended work.
- Workflow Coordination — Collaborate with technicians and parts staff to ensure efficient scheduling and timely job completion.
- Customer Communication — Provide updates throughout the service process and follow up to ensure satisfaction.
- Documentation Accuracy — Maintain precise records, warranty documentation, and compliance with company procedures.
- Upsell Opportunities — Identify additional maintenance needs that support vehicle longevity and safety.
- Automotive Knowledge — Understanding of vehicle systems, maintenance, and repair processes.
- Customer Service Experience — Prior experience in a customer‑facing or service‑related role.
- Communication Skills — Ability to explain technical information clearly and professionally.
- Organizational Ability — Strong multitasking, time‑management, and follow‑through skills.
- Computer Proficiency — Comfortable using service management systems and digital communication tools.
- Valid driver’s license with a clean driving record.
- Previous experience as a Service Advisor, Service Writer, or similar role
- Familiarity with warranty processes, commercial truck service, or dealership operations a plus
- Competitive pay
- Comprehensive benefits package
- Ongoing training and professional development
- Modern, well‑equipped service facilities
- A supportive, team‑driven culture
- Opportunities for advancement within the Knoxville location and across the organization