Service Writer

Join the Hunter Truck Family – Now Hiring a Service Writer in Lancaster, PA!

Are you looking for a career with a company that values integrity, teamwork, and exceptional service? Hunter Truck is growing, and we want YOU to be part of our team!

As a family-owned, authorized Peterbilt dealer since 1938, Hunter Truck has built a reputation for reliability, quality service, and strong customer relationships. With locations across Pennsylvania, New York, New Jersey, and West Virginia, we continue to provide top-tier trucking solutions and personalized service.

If you’re passionate about trucks, enjoy working with people, and want to be part of a team that supports your success, this is the opportunity for you!

Why Choose Hunter Truck?

✅ Competitive Pay & Incentive Plans

✅ Comprehensive Benefits – Medical, Dental, Vision, Life & Disability Insurance

✅ 401(k) Retirement Investments

✅ Paid Training & Career Growth Opportunities

✅ Employee Referral Bonuses

Job at a Glance:

📍 Location: 1463 Manheim Pike, Lancaster, PA 17601

🕒 Schedule: Full-time, Monday–Friday, 7:00 AM – 3:30 PM

If you’re ready to take the next step in your career with a company that values your skills and dedication, apply today!

SUMMARY

The primary function of the Service Writer is to write up repair orders in a timely and efficient manner.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

• Greets service customers, sell needed work, write repair orders, and estimate costs of repairs, as required.
• Ensure proper payment type is selected when creating a Repair Order; PF, COD, AR, etc.
• Perform initial Repair Order review to ensure proper labor times and parts are added, prior to Foreman final review.
• Close Repair Orders as asked or required.
• Answer the telephone for the service department assisting customers with their inquiries.
• Listens to customer’s description of vehicle problem to determine possible solutions and work procedures.
• Advises the expected time the unit will be in the shop and immediately informs the customer of any delays incurred.
• Obtain authorization for any work above and beyond the original scope given to the customer, prior to beginning work on the vehicle.  
• Open/Closes repair orders as needed to communicate the customer’s complaint to the technician.  
• Provide verbal instruction to technicians, including a clear understanding of the customers’ expectations and authorization given, when applicable.
• Maintain communications with technician(s) during the diagnosis/repair process in order to update the customer(s) of the repair progression.
• Ensure update calls/emails are made daily (preferably 10am, 2pm & 7pm), unless otherwise instructed by the customer or management.
• Review all repairs performed to ensure proper parts, times and stories match what was estimated and communicated. Be prepared to discuss with the customer, in detail, the work done.
• Schedule future appointments when requested provided the work will not overtax the available technician.
• Ensures a clear understanding of the customer’s financial responsibility of the repair and what part they will be expected to cover.
• Maintain satisfactory customer relations through expeditious, courteous, and fair handling of all service customer complaints.  
• Administer warranty and policy adjustments in the best interest of the customer, dealership, and the OEM.
• Maintain a good working relationship of warranty offerings from all man manufacturers.
• Provide clear and concise information to assist the technician on the operation.
• Provide documented proof that the repair is warrantable by using all available tools needed to obtain the information (i.e. WebCatÒ, SirÒ, Cat PowerNetÒ, etc.).   
• Enter warranty repair order into the Warranty Management Database System (according to their policies) prior to sending to Warranty Central for processing.  
• Edits the writing on the repair orders to short legible descriptions ensuring the customer understands what work was performed on his/her vehicle.
• Provides additional information for claims, when needed, to clarify what was done prior to sending to Warranty Central.
• Maintain a consistent Open Repair order balance established by management.
• Processes and reports the movement of all warranty parts as directed by Warranty Central.  This includes the entry of parts returns information in the Warranty Management Database System.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Refer customers who have questions about the work performed, additional maintenance or repairs, etc. to the service advisor or other appropriate individual.
• Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
• Provide clerical assistance to parts and service departments (making phone calls, filing, etc.).
• Provide additional assistance to other Service staff when needed.
• Attend training when requested.
• Receive/process Repair Order payment and record accordingly; including the transaction of; cash, checks and credit cards payments from the customer.
• Receive ordered parts slips from back counter, process as needed and alert those involved.
• Update the Service schedule with the proper repair status, customer communication notes, etc.
• Maintains and files repair orders and lists missing documents.
• Works with department manager to keep abreast of new products and services offered, their features and value, and any changes in price.
• Maintain a professional appearance.
• Keeps work area neat and clean.
• Adhere to and promote all existing health and safety policies in the workplace to reinforce the Hunter culture of a safe work environment

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License required; must meet company insurability standards

PHYSICAL DEMANDS   

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk.  The employee frequently is required to stand.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

EOE