Service Writer

Diesel Shop Service Writer

GTS Transportation Corporation | 7545 S Madison St, Burr Ridge, IL 60527

Employment Type: Full-Time, In-Shop, W2

Schedule: Monday-Friday, 8:00 AM - 5:00 PM CDT

Pay

$22.00 - $35.00 per hour, based on experience and qualifications

About the Role

The Service Writer is the bridge between our customers, mechanics, and parts department. You’ll keep customers informed from check-in through invoice, keep technician workflow organized, and minimize vehicle downtime. You’ll also help grow shop revenue by identifying legitimate repair opportunities and securing customer approvals, without ever recommending unnecessary work.

What You’ll Do

Customer Service and Communication

• Greet customers in the shop office and serve as their main point of contact throughout the repair process.
• Provide updates on diagnosis, pricing, parts availability, additional repairs found, estimated completion time, and any delays.
• Contact customers for approval when additional repairs are discovered.
• Support fleet account customers through group chats with fleet managers, maintenance departments, dealerships, and leasing companies, following each company’s approval procedures.
• Explain completed repairs and charges, and confirm payment or approved billing arrangements before releasing vehicles.
• Follow up professionally and promptly on any post-repair concerns.

Repair Orders and Workflow

• Create repair orders documenting vehicle information, mileage, unit number, customer complaints, and requested services.
• Review pending work orders, assign them to mechanics, prioritize workflow, and provide clear repair instructions.
• Gather diagnostic details from mechanics, including photos, fault codes, and inspection results, to build estimates.
• Verify parts availability and pricing with mechanics and the parts department, and confirm parts and labor are recorded on each work order.
• Manage PM and DOT inspection schedules for fleet customers.

Quality, Compliance, and Closeout

• Ensure mechanic notes, diagnostics, fault codes, inspection results, and before/after photos or videos are captured.
• Confirm all authorized repairs are complete and that required inspections and road tests have been performed.
• Review completed work orders for accurate parts, labor, fluids, shop supplies, taxes, and fees.
• Summarize work performed using the complaint, cause, and correction format, and close work orders to invoice.
• Ensure repairs are DOT compliant and that DOT, OSHA, environmental, and alignment paperwork is uploaded to the work order.
• Identify OEM and aftermarket warranty repairs and collect all documentation needed for warranty claims.
• Escalate major delays, customer disputes, high-dollar repairs, warranty concerns, technician productivity issues, and other operational problems to management.

What We’re Looking For

• 2+ years of experience as a service writer, service advisor, or in a similar role in a diesel, heavy-duty truck, or fleet maintenance shop.
• Working knowledge of Class 8 trucks and trailers, common repairs, and DOT inspection requirements.
• Experience with shop management or repair order software.
• Strong customer service skills and the ability to stay calm and professional under pressure.
• Excellent organization and follow-through in a fast-paced shop environment.
• Clear written and verbal communication, including accurate documentation.
• Bilingual skills are a plus.

Benefits

• Comprehensive health, dental, and vision insurance
• 401(k) matching and paid time off (PTO)
• Company-paid corporate holidays
• Company-provided life insurance policy
• Wellness perk: company-paid Life Time Fitness discount/credit
• Structured career pathing in a stable, growing logistics company