Description

PURPOSE OF POSITION:

The Service Writer is a critical support role within Delta Leasing’s Service Department, ensuring accurate work order management, warranty claims processing, and timely billing. This position requires strong organizational skills, technical aptitude, and exceptional customer service to maintain efficient service operations. The ideal candidate will be detail-oriented, proficient with standard service software, and capable of managing multiple priorities in a fast-paced environment.

DUTIES AND RESPONSIBILITIES:

Service Department Operations:

• Open, track, and close work orders in compliance with company and client requirements.

• Accurately process warranty claims, billable labor work orders, and associated follow-ups.

• Maintain an up-to-date service library with current technical documentation.

• Ensure timely submission of internal and client work orders with proper documentation.

• Update customer profiles using equipment hours, service history, and work order data.

• Maintain a clean, safe, and organized workspace, adhering to company safety policies.

• Manage service department records, filing systems, and documentation.

Customer Service:

• Address and resolve customer concerns promptly

• Track and resolve “comeback” repairs efficiently and professionally.

• Uphold company integrity by providing honest, transparent, and ethical service.

• Communicate effectively with customers, technicians, and management via phone, email, and in-person interactions.

• Be aware of and track “comebacks” and make sure the problem is corrected to the customer’s and Delta’s satisfaction

Essential Skills:

To be considered for the position, interested applicants will need to have a combination of at least some of the following skills:

• Communicate effectively, both written and orally

• To analyze the requirements of the situation and to take effective and corrective action

• To be able to work with minimum supervision, meet the scheduled deadlines, and to plan and organize the work accordingly

• Proficiency in computer is required to generate relevant work reports

• Responsiveness and excellent problem-solving skills

Requirements

REQUIRED SKILLS AND ABILITIES

Technical and Operational Knowledge:

• Experience with general maintenance software is highly preferred

• Experience working in a service department or a mechanical background, ideally in vehicle repair or maintenance or similar environment highly preferred

• General understanding of mechanical / technical terms

• Ability to write and work on routine reports and correspondence

• Ability to negotiate customer complaints to a satisfactory resolution

• Knowledge of business and management principles involved in strategic planning, budgeting, human resources, leadership, and logistics

• Must be able to plan, organize, and direct activities associated with the maintenance of vehicles and equipment, communication with client management group, handle communication with vendors and proficient with computer and phone systems

• Must have a clean, valid vehicle driver's license

• Must be able to pass a pre-employment drug screening and criminal background check and willing to comply with random drug screenings

• Good organizational ability and attention to detail

Communication

Must be able to comply with and provide oral and written instructions and prepare detailed contract status reports and updates to Delta Leasing and our clients if needed.

Must be able to effectively communicate and work with a variety of different personalities in a team atmosphere.

Supervision and Control

Must be able to work independently and provide fleet management, oversight, guidance and collaboration with internal staff, contractors, and vendors. The person in this position is the direct point of contact to interface with the end fleet management client.

Working Conditions

The work is performed in office, shop and outdoor environments. Work in the field can be in the shop, at customer sites and may be in inclement weather.

The above reflects only the more significant details for the performance of the job and is not intended to be all inclusive. Delta Leasing management reserves the right to amend and change responsibilities, and lines of reporting to meet business and organizational needs.

Comprehensive Benefits Package

The Benefits Package includes FEHB (Federal Employee Health Benefits) Medical Insurance, Dental, Vision and Voluntary Life Insurance for employee + dependents. Deductions are pre-tax. Enrollment for Medical Insurance is effective the beginning of the pay period (Monday) after your first earning period has closed. Enrollment for Dental, Vision & Voluntary Life is effective the 1st of the month following the Date of Hire. 401K Retirement Plan enrollment is effective the 1st of the month following the 6-month work anniversary.