A service writer acts as a liaison between customers and repair technicians in the automotive industry. They require vehicle knowledge, people skills, and good communication skills. Service writers prepare estimates, fill out repair orders, and keep service records. They must understand warranty information and service contracts.
A service writer works in the automotive industry and acts as a communication link between the customer and the repair technician. Vehicle knowledge and people skills are requirements for service workers. Car dealerships and auto repair shops are the most common places to find service writer jobs.
Job roles include a high degree of customer contact, so good communication skills are essential. The service engraver is typically the first person customers meet when they come in for auto repair or service. The customer raises issues or concerns with the service provider, who determines the type of automated work required.
Broad and varied vehicle knowledge is one of the most important requirements of the position. Part of the job is deciding what repair is needed. As such, this person must listen to understand what the customer needs and be able to translate that information to the repair technician clearly. Service writers also answer any questions the customer may have about the vehicle’s problem or needed repairs.
Part of the job description includes preparing estimates for the client, determining the problem and calculating how much the repair job will cost. Completing an estimate requires the service person to know prices for vehicle parts, miscellaneous supplies, and labor charges. Warranty and service contract information is also taken into account when preparing an estimate for the customer.
Once the service recorder determines what type of service is required, he fills out a repair order. This form describes symptoms and known issues and includes possible causes for the issue. The repair order also includes a list of all repair work to be performed, along with the cost. Service writers often ask the client to approve the requested work. This can be done in person when the customer leaves the car or over the phone if the analysis is done after the customer leaves.
Whether working at a dealership or repair shop, service providers determine what is wrong with a vehicle. Understanding the customer and being able to ask the right questions helps analyze reported symptoms and determine problems. Workers in this position may have to inspect the vehicle or take it for a test drive to check for symptoms. As such, service recorders must have a valid driver’s license.
Most service recorders keep service records, and this helps determine a maintenance schedule for vehicles. Record keeping typically involves data entry and organizational skills; therefore, computer knowledge is important in this position. Knowledge of warranty information and the ability to understand service contracts are also helpful. Many customers do not keep track of what is covered by a warranty or service agreement; therefore, it may be the responsibility of the service provider to explain what is included or excluded in a specific contract.
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