Service Writer / Parts Manager

Anderson Precision Auto Pro

Hours of Operation: Monday–Friday, 7:30 AM–5:00 PM
Shop Management Software: Tekmetric

Duties & Responsibilities Summary

The Service Writer / Parts Manager is responsible for managing the customer service and parts side of the repair process while helping maintain an efficient and profitable shop workflow.

Primary duties include:

- Greet customers, answer phones, and manage customer communication.
- Schedule appointments and manage repair orders through Tekmetric.
- Accurately document customer concerns and requested services.
- Review technician Digital Vehicle Inspections (DVIs) and recommendations.
- Prepare and present estimates and service proposals.
- Obtain and document customer authorization before work is performed.
- Keep customers informed of vehicle status, costs, delays, and completion times.
- Source, order, receive, verify, and stage parts.
- Ensure technicians receive the correct parts promptly.
- Manage parts returns, cores, warranties, and supplier credits.
- Maintain appropriate labour and parts pricing and margins.
- Monitor repair orders and help keep vehicles moving efficiently through the shop.
- Review completed work orders for accuracy before invoicing.
- Process invoices, payments, and vehicle pickup.
- Document declined work and future recommendations.
- Prepare upcoming appointments and pre-order parts whenever possible.
- Maintain accurate customer, vehicle, repair, and parts information in Tekmetric.
- Support technician productivity by minimizing delays caused by parts, approvals, or incomplete information.
- Maintain professional relationships with customers, technicians, suppliers, and management.
- Contribute to customer satisfaction, shop efficiency, and overall profitability.

Detailed Duties & Responsibilities1. Customer Service & Service Writing

The Service Writer / Parts Manager is one of the primary points of contact between Anderson Precision Auto Pro and our customers.

Responsibilities include:

- Professionally greet customers in person and over the phone.
- Listen carefully to customer concerns and ask appropriate questions to gather helpful information for technicians.
- Accurately document customer concerns in Tekmetric.
- Review vehicle service history and previous recommendations.
- Schedule appointments based on available technician time and shop capacity.
- Clearly communicate expected costs and timelines.
- Review technician findings and recommendations before presenting them to customers.
- Explain repairs and maintenance in clear, understandable language.
- Clearly distinguish between safety concerns, required repairs, preventative maintenance, and future recommendations.
- Obtain customer authorization before additional work is performed.
- Document approvals, declined work, and important customer conversations in Tekmetric.
- Provide customers with regular updates throughout the repair process.
- Communicate delays or unexpected changes as soon as possible.
- Review completed repairs and future recommendations with customers at vehicle pickup.
- Address customer concerns professionally and involve management when appropriate.

2. Tekmetric & Repair Order Management

Tekmetric is the primary shop management system used by Anderson Precision Auto Pro.

The Service Writer / Parts Manager is expected to maintain accurate information within Tekmetric, including:

- Customer and vehicle information
- Appointment scheduling
- Customer concerns
- Repair orders
- Estimates and service proposals
- Digital Vehicle Inspections
- Technician recommendations
- Labour and parts pricing
- Parts costs
- Customer authorizations
- Work-order status
- Customer communication
- Declined services
- Invoices and payments
- Vehicle service history

Repair orders should be kept current throughout the day so technicians,



Service Advisors, and management can accurately determine the status of each vehicle.

3. Estimates & Customer Authorization

- Prepare accurate estimates based on technician recommendations.
- Verify labour times, parts pricing, sublet charges, and applicable fees.
- Present estimates promptly after technician recommendations are received.
- Explain the reason and priority for recommended repairs.
- Obtain authorization before proceeding with additional repairs.
- Record authorization accurately in Tekmetric.
- Follow up promptly on estimates awaiting customer approval.
- Record declined services for future follow-up.
- Never pressure a customer into purchasing repairs.

4. Parts Management

The Parts Manager portion of the position is responsible for ensuring technicians receive the correct parts at the appropriate time.

Responsibilities include:

- Identify and source required parts.
- Verify vehicle application and VIN when appropriate.
- Compare suppliers based on quality, price, availability, warranty, and delivery time.
- Order approved parts promptly.
- Pre-order parts for upcoming appointments whenever practical.
- Enter correct parts costs and selling prices into Tekmetric.
- Maintain established parts margins.
- Track outstanding and backordered parts.
- Receive and inspect incoming parts.
- Verify part numbers, quantities, condition, and supplier pricing.
- Match and stage parts to the correct repair order.
- Notify technicians when required parts have arrived.
- Minimize technician downtime caused by missing or incorrect parts.

5. Parts Returns, Cores & Credits

- Return incorrect or unused parts promptly.
- Properly identify and return cores.
- Process warranty parts according to supplier requirements.
- Track outstanding supplier credits.
- Verify credits have been received.
- Identify supplier invoice or pricing discrepancies.
- Prevent returned parts from accumulating around the shop.
- Maintain an organized parts and returns area.

6. Shop Workflow

The Service Writer / Parts Manager is expected to actively help move vehicles through the shop rather than simply react to problems.

Start of Day

- Review all scheduled appointments.
- Review vehicles carried over from the previous day.
- Identify vehicles awaiting authorization.
- Review outstanding and backordered parts.
- Confirm required parts have arrived.
- Stage parts for scheduled work whenever possible.
- Identify potential scheduling or parts problems before technicians begin work.

Throughout the Day

- Monitor repair-order status in Tekmetric.
- Review technician DVIs promptly.
- Prepare and send estimates.
- Follow up on outstanding customer approvals.
- Order approved parts.
- Monitor parts deliveries.
- Keep customers updated.
- Communicate changes to technicians and management.
- Help eliminate unnecessary technician downtime.
- Keep Tekmetric repair-order statuses current.

End of Day

- Review all open repair orders.
- Identify vehicles staying overnight.
- Ensure customers have received appropriate updates.
- Review the following day's appointments.
- Pre-order and stage parts where possible.
- Review outstanding parts orders.
- Review returns, cores, warranty parts, and supplier credits.
- Ensure Tekmetric notes and repair-order statuses are current.
- Communicate unresolved issues to management.

7. Invoicing & Quality Control

Before a repair order is finalized:

- Confirm all authorized work has been completed.




- Verify labour has been entered correctly.
- Confirm all installed parts have been billed.
- Confirm parts costs and selling prices are accurate.
- Verify sublet work and applicable shop charges are included.
- Ensure technician notes are complete.
- Ensure recommendations and declined work are documented.
- Review the invoice for accuracy before presenting it to the customer.
- Process payment and complete vehicle delivery according to shop procedures.

8. Financial Responsibility

The Service Writer / Parts Manager directly influences shop profitability.

The employee is expected to:

- Maintain established parts margins.
- Maintain appropriate labour pricing.
- Reduce missed or unbilled parts and labour.
- Reduce unnecessary freight charges.
- Minimize incorrect parts orders.
- Control unnecessary parts returns.
- Ensure parts purchases are assigned to the correct repair orders.
- Monitor outstanding supplier credits.
- Follow shop procedures for discounts and price adjustments.
- Obtain management authorization when required.

9. Customer Service Standards

All customers should receive skilled, consistent communication.

The Service Writer / Parts Manager is expected to:

- Be friendly, respectful, and professional.
- Communicate honestly and clearly.
- Keep customers informed without requiring them to repeatedly contact the shop.
- Set realistic expectations regarding cost and completion time.
- Protect customer information.
- Handle concerns professionally.
- Avoid promising completion times that have not been confirmed.
- Represent Anderson Precision Auto Pro professionally in person, by telephone, text, and email.

10. Performance Expectations

Performance may be evaluated based on:

- Customer satisfaction
- Customer communication
- Repair-order accuracy
- Tekmetric documentation
- Estimate accuracy
- Estimate authorization/close rate
- Average repair order
- Parts gross profit
- Labour and overall repair-order profitability
- Parts-ordering accuracy
- Parts returns and credits
- Appointment preparation
- Parts pre-staging
- Declined-work documentation and follow-up
- Technician productivity support
- Reduction of technician downtime
- Customer retention
- Organization and attention to detail
- Teamwork and communication
- Attendance and punctuality

11. Qualifications

- Automotive service advising, parts, or automotive repair experience preferred.
- Strong general automotive knowledge.
- Parts sourcing and identification experience preferred.
- Ability to understand technician findings and communicate them to customers.
- Strong computer skills and ability to use Tekmetric.
- Excellent verbal and written communication skills.
- Solid organizational and time-management abilities.
- Ability to manage multiple repair orders and priorities simultaneously.
- Robust attention to detail.
- Professional customer-service skills.
- Ability to work effectively in a fast-paced automotive repair environment.
- Valid driver's licence.

Position Objective

The overall objective of the Service Writer / Parts Manager is to ensure that the customer, technician, and parts sides of the repair process work together efficiently.

The position is expected to take ownership of repair orders from appointment through vehicle delivery, maintain strong customer communication, ensure technicians have the parts and information they need, and contribute directly to customer satisfaction, technician productivity, shop efficiency, and profitability.

Job Type: Full-time

Pay: $25.00-$35.00 per hour

Benefits:

- Extended health care
- On-site parking
- Paid time off
- Store discount

Ability to commute/relocate:

- Victoria, BC: reliably commute or plan to relocate before starting work (required)

Experience:

- service advisor: 1 year (required)
- Customer service: 1 year (required)

Work Location: In person

📌 Service Advisor / Parts Manager (Victoria)
🏢 Anderson Precision AutoPro
📍 Victoria