Description:
The Senior Marine Service Writer serves as a primary point of contact between customers, technicians, Parts and Service Management. The role is responsible for accurately managing service requests and work orders, coordinating technician schedules, communicating with customers, and helping move service jobs efficiently from initial request through completion and invoicing.
Responsibilities:
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Receive, document and coordinate customer requests for boat service, repairs and maintenance.
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Create and maintain accurate work orders, including scope, operation type, estimated labor hours, dates and technician assignments.
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Schedule work based on technician skills, available capacity, parts readiness and customer commitments.
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Prepare estimates for labor, parts and sublet work and obtain customer authorization.
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Coordinate with Parts to ensure required parts and materials are available for scheduled work.
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Keep customers informed of job status, additional findings, delays, approvals and completion timing.
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Manage customer requests for additional work and communicate any resulting schedule or cost changes.
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Maintain accurate and current service records, W/O notes and customer communications.
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Monitor open W/Os and follow through on outstanding work to support timely completion.
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Review completed work for accuracy before invoicing and assist with prompt W/O closure.
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Coordinate Warranty documentation and service requirements as needed.
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Communicate clearly with technicians regarding job scope, priorities and customer expectations.
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Maintain accurate scheduling information and promptly update changes to scope, hours, technician assignments or timing.
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Assist Service Management with identifying open technician capacity, scheduling conflicts and jobs requiring follow-up.
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Perform other Service department duties as assigned.
Requirements:
- High school diploma or equivalent; additional education or training in marine service or a related field is beneficial.
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Previous marine Service Writer, Service Advisor, dealership service or related experience preferred.
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DockMaster experience strongly preferred.
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Expert proficiency in using computer systems and software for scheduling, work orders, and customer interactions.
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Excellent communication skills, both written and verbal.
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Strong organizational skills and attention to detail.
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Ability to understand and communicate technical information related to boat service and repairs.
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Familiarity with recreational boats, marine systems, maintenance and common service issues is beneficial.
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Ability to manage multiple W/Os, priorities and customer commitments simultaneously.
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Strong follow-through and sense of ownership.
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Ethical and values-driven approach to customer interactions.
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Ability to work collaboratively with customers, technicians, Parts, Warranty and Service Management.
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Flexibility to work weekends or extended hours based on business needs.
What Success Looks
Like Work orders are accurate, technicians know what is scheduled, customers receive timely communication, parts and labor are coordinated before work begins, and completed jobs move promptly to invoicing and closure.
Benefits:
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Health, dental, vision, and life insurance
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Employee discount
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Paid time off
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401k plan
Position Type:
This is a full-time position with regular business hours, but flexibility may be required based on service demand and customer needs.
Affirmative Action (AAP/EEO statement):
NVG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
NVG uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.
NVG is a drug-free workplace.
Disclaimer:
This job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
This description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned;
This job description is subject to change at any time. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
