Service Writer
Location: 202 Winslow St., Middlebury, IN 46540
Reports to: Regional Manager - Fleet Maintenance
Employment Type: Full-Time, Non-Exempt
Position Summary
The Service Writer is a key member of the fleet maintenance team and serves as the primary link among operations, drivers, technicians, vendors, and maintenance leadership. This Service Writer position coordinates daily shop workflow, translates vehicle concerns into clear work orders, schedules preventive and unscheduled repairs, supports parts and warranty processes, and maintains accurate records in the fleet maintenance system. The successful candidate combines strong mechanical knowledge, sound judgment, exceptional organization, and a hands-on commitment to keeping the fleet safe, compliant, reliable, and available for service.
Key Responsibilities
- Service intake and driver communication: Maintain regular contact with drivers regarding vehicle concerns and technical problems; clarify reported symptoms, provide guidance and status updates, and create accurate work orders that document requested services, priorities, repair findings, labor, parts, and completed work.
- Shop workflow coordination: Monitor daily write-ups, establish priorities with maintenance leadership, assign or coordinate work with technicians, and track jobs through completion.
- Scheduling: Schedule preventive maintenance, inspections, campaigns, and unscheduled repairs while coordinating vehicle availability between Operations and maintenance facilities to minimize downtime.
- Status communication: Provide timely updates regarding vehicle status, repair progress, parts availability, estimated completion times, significant findings, and changes in scope or cost.
- Fleet maintenance system administration: Open, update, and close work orders; maintain complete service histories; verify accurate coding and documentation; and help ensure technicians consistently use required software and procedures.
- Parts coordination: Research, source, order, receive, issue, and track parts; adjust stocking levels; support replenishment planning; and maintain an organized, clean, and compliant parts area.
- Inventory controls: Follow and reinforce parts withdrawal, usage, restocking, and inventory-count procedures; investigate discrepancies and maintain accurate records.
- Warranty and vendor administration: Process warranty claims, cores, returns, credits, purchase orders, oil-sample records, and related tracking documents; communicate with vendors and manufacturers to resolve issues.
- Invoice and cost review: Review vendor invoices and repair documentation for completeness and accuracy, match charges to purchase orders and work performed, and coordinate required information with Accounting.
- Compliance and safety: Support adherence to company maintenance procedures, DOT requirements, OSHA standards, environmental practices, and all applicable federal, state, and local regulations.
- Technical support: Use working knowledge of vehicle systems, diagnostic processes, and maintenance practices to help clarify repair needs, identify appropriate parts, and escalate complex issues.
- Operational coordination: Represent maintenance in day-to-day communication with terminal leadership, dispatch, drivers, porters, technicians, and other locations.
- Quality and follow-through: Confirm work-order completeness, identify recurring repair issues, support road-call or urgent repair coordination, and recommend process improvements that increase safety, reliability, and shop efficiency.
- Team supervision as needed: Provide day-to-day supervision and workflow direction when needed, including reinforcing documentation standards, assisting with onboarding or coaching employees, and serving as a resource when the maintenance manager is unavailable. Team supervision is a supporting responsibility and is not the primary function of this position.
- On-call as needed: Support maintenance and operations teams outside of regular service hours.
Qualifications
Required
- High school diploma or equivalent combination of education, training, and experience.
- Two or more years of experience in fleet maintenance, service writing, maintenance scheduling, parts coordination, or a closely related role.
- Working knowledge of vehicle systems, preventive maintenance practices, repair terminology, and shop workflow; motorcoach, transit, commercial vehicle, truck, or heavy-equipment experience is strongly preferred.
- Computer and data-entry skills, including experience with fleet maintenance or work-order software and Microsoft Office applications.
- Demonstrated ability to prioritize competing demands, make sound decisions, and maintain accuracy in a fast-paced, deadline-sensitive environment.
- Clear, professional communication and customer-service skills with technicians, drivers, managers, vendors, and internal departments.
- Ability to evaluate repair and sourcing alternatives by considering safety, compliance, cost, vehicle availability, and operational needs.
- Valid driver''s license with an acceptable driving record; ability to obtain and maintain a Commercial Driver''s License when required by the location.
- Must be at least 21 years of age.
Preferred
- ASE certification, technical-school training, or equivalent vehicle maintenance education.
- Experience with warranty claims, purchasing, inventory control, vendor management, and maintenance compliance documentation.
- Experience providing workflow direction, coaching team members, or supporting shop leadership.
Core Competencies
- Planning, organization, and consistent follow-through
- Technical aptitude and mechanical problem-solving
- Accuracy in work orders, inventory records, and supporting documentation
- Professional communication and cross-functional teamwork
- Initiative, accountability, and sound judgment
- Commitment to safety, compliance, quality, and continuous improvement
Work Environment and Physical Requirements
- Work is performed in an office, maintenance shop, parts room, and vehicle yard, with regular exposure to noise, exhaust, dust, vibration, chemicals, moving equipment, and varying temperatures.
- Position requires frequent standing, walking, bending, reaching, and movement throughout the shop and yard.
- Must be able to safely lift and carry up to 30 pounds and use appropriate personal protective equipment.
- Schedule flexibility may be required to address urgent vehicle or operational needs.
Why Join GO Riteway?
Join a growing transportation organization where your coordination, technical knowledge, and attention to detail directly support safe vehicles, dependable service, and an effective maintenance team. If you enjoy solving problems, keeping work organized, and helping people succeed, we invite you to apply.
Equal Opportunity Employer of Minorities/Females/Veterans/Individuals with Disabilities