In the automotive industry, a service writer serves as a communication link between the customer and the repair technician. Both vehicle knowledge and people skills are required of service writers. Service writer jobs are most commonly found in car dealerships and auto repair shops.
Because the job requires a lot of customer contact, good communication skills are essential. When customers come in for auto repair or service, the service writer is usually the first person they meet. The customer informs the service writer of any issues or concerns, and the service writer determines what type of auto work is required.
One of the most important requirements for this position is extensive and varied vehicle knowledge. Part of the job entails determining what repairs are required. As a result, this person must pay attention to the customer’s needs and be able to clearly communicate that information to the repair technician. Customer questions about the vehicle problem or required repairs are also answered service writers.
Preparing estimates for customers determining the problem and calculating the cost of repair work is part of the job description. The service writer must know the prices of vehicle parts, miscellaneous supplies, and labor charges in order to complete an estimate. When preparing a quote for a customer, warranty and service contract information is also taken into account.
After determining what type of service is required, the service writer creates a repair order. This form outlines the symptoms and issues that have been identified, as well as potential causes of the problem. A list of all repair work to be done, as well as the cost, is included in the repair order. The customer is usually asked to approve the work ordered service writers. This can be done in person when the customer drops off the vehicle or over the phone if the analysis is completed after the customer has left.
Service writers determine what is wrong with a vehicle, whether they work in a dealership or a repair shop. Understanding the customer and asking the right questions can aid in the analysis of reported symptoms and the identification of problems. To check for symptoms, workers in this position may have to inspect the vehicle or take it for a test drive. As a result, service writers must be in possession of a valid driver’s license.
Most service writers keep service records, which aid in determining a vehicle’s maintenance schedule. Because record-keeping typically entails data entry and organizational skills, computer skills are essential in this position. It’s also beneficial to have a working knowledge of warranty information and the ability to comprehend service contracts. Because many customers don’t keep track of what’s covered under a warranty or service agreement, it’s up to the service writer to explain what’s covered and what’s not.