Job Description
Job Summary:
We are seeking an organized, technically minded Heavy-Duty Diesel Service Writer to act as the primary liaison between our fleet customers, owner-operators, and our team of diesel technicians. In this role, you will be responsible for translating customer mechanical issues into actionable repair orders, scheduling routine maintenance, and managing the administration of shop workflow. The ideal candidate possesses strong customer service skills, a solid understanding of commercial truck components, and the ability to thrive in a fast-paced industrial shop environment.
Key Duties and Responsibilities
Customer Service & Communication
- Greet customers and drivers promptly, gathering accurate vehicle, fleet, and contact details.
- Listen to driver complaints and ask clarifying questions to pinpoint mechanical symptoms.
- Provide regular updates to fleet managers and dispatchers regarding vehicle status and return-to-service timelines.
- Explain complex diesel repairs, labor charges, and diagnostic results clearly to non-technical clients.
Repair Order Management & Administration
- Open detailed repair orders (ROs) documenting vehicle mileage, engine hours, and exact complaints.
- Develop accurate cost estimates for parts and labor, securing required approvals before work begins.
- Review technician stories and notes to ensure all parts used and labor hours are accurately logged.
- Process warranty claims and manufacturer recalls in strict accordance with OEM guidelines.
- Finalize and invoice closed repair orders, handling payments and fleet account documentation.
Shop Coordination
- Schedule preventative maintenance (PM), annual DOT inspections, and emergency repairs to optimize shop flow.
- Coordinate with the parts department to ensure required components are available for scheduled jobs.
- Prioritize incoming work based on fleet safety, "truck down" status, and Qualifications and Requirements
Requirements
- Education: High school diploma or equivalent required. An Associate degree in Diesel Technology is a plus.
- Experience: Minimum of 2 years of experience in heavy-duty truck service writing, parts, or service coordination.
- Technical Knowledge: Strong understanding of Class 7-8 trucks, diesel engines, air brake systems, and heavy-duty drivetrains.
- Software Skills: Proficiency with Shop Management Software and OEM diagnostic/warranty portals.
- Licensing: Valid Driver’s License required; a Commercial Driver’s License (CDL-A or B) is highly preferred for moving commercial assets.
About Midwest Star Group & Jerry's Truck & Trailer Repair
Midwest Star Group is a Wisconsin-based family of businesses serving the towing, transportation, automotive, truck and trailer, equipment, and service industries. Our companies provide everything from 24/7 towing and recovery to heavy-duty truck and trailer repair, automotive service, equipment sales, fabrication, detailing and more.
This position is with Jerry’s Truck & Trailer Repair, part of the Midwest Star Group family of companies. Jerry’s provides 24/7 towing, recovery and roadside assistance, handling everything from passenger vehicles and roadside calls to semis, buses, heavy equipment, and complex recoveries.
Across Midwest Star Group, we’re focused on building strong teams, providing dependable service, and creating opportunities for employees to grow across our businesses.
Equal Employment Opportunity
Midwest Star Group and its affiliated companies are equal opportunity employers. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.