Service & Parts Advisor

Description

Irwin Marine is seeking a full-time, year-round Service & Parts Advisor to join our team. This position plays an important role in supporting both the service and parts operations of the marina and serves as a key point of contact between customers, technicians, the Service Manager, vendors, and other members of the marina team.

The Service & Parts Advisor works closely with the Service Manager to coordinate service activities involving technicians, riggers, yard crew, detailers, and drivers while also supporting the ordering, receiving, inventory control, and sale of parts needed for customer repairs and marina operations.

The successful candidate will be highly organized, customer-focused, comfortable managing multiple priorities, and willing to develop a strong working knowledge of marine service and parts. Previous marine or dealership experience is preferred but is not required. Candidates with strong customer service, service-writing, parts, automotive, powersports, equipment, or similar experience are encouraged to apply.

Irwin Marine's crew is a highly trained and committed group. We offer the right candidate opportunities to learn, grow, and build a career within the marina environment. We look for individuals with a positive attitude, strong work ethic, attention to detail, and a desire to be part of a collaborative team.

Requirements

Essential Duties & Responsibilities

Customer & Service Support

• Greet customers and serve as a professional point of contact for service and parts needs.
• Accurately document customer concerns, requested repairs, and service requirements on work orders.
• Maintain accurate and complete records of service transactions.
• Coordinate with the Service Manager to schedule technicians, riggers, yard workers, detailers, and drivers based on workload and operational priorities.
• Maintain regular customer communication regarding scheduling, estimates, repair status, job completion, delays, and other service-related matters.
• Work with technicians and the Service Manager to develop accurate repair estimates and obtain customer approval before work proceeds.
• Coordinate with the warranty function to identify and schedule applicable warranty repairs.
• Address customer questions and concerns promptly and professionally and escalate significant complaints or conflicts to the Service Manager when appropriate.
• Help ensure completed service work is properly documented and ready for customer delivery.
• Send applicable service, storage, seasonal, or other customer contracts throughout the year.
• Assist with incoming telephone calls and appropriately direct customer inquiries.
• Provide consistently professional and responsive customer service.

Parts & Inventory Support

• Review technician work orders and customer requests to verify parts specifications and requirements.
• Identify and locate the correct parts and materials needed for customer repairs and service work.
• Search inventory records and physical inventory locations to determine whether required parts and materials are available.
• Research manufacturer catalogs, vendor resources, and websites to obtain accurate part numbers, pricing, specifications, and availability.
• Prepare and complete purchase orders accurately.
• Compare pricing, specifications, availability, and delivery dates when sourcing parts and supplies.
• Place orders with approved suppliers and vendors in accordance with marina procedures.
• Communicate with suppliers regarding order status, backorders, discrepancies, and late deliveries.
• Receive incoming parts and supplies and verify shipments against purchase orders and vendor documentation.
• Review supplier invoices against purchase orders and received merchandise for accuracy.
• Accurately receive purchases into the dealership management and inventory system.
• Maintain accurate inventory records and assist with physical inventory counts.
• Maintain current pricing and applicable price books within ADP Lightspeed or other dealership management systems.
• Sell parts over the counter to customers and appropriately assign parts to service repair orders.
• Stage or coordinate parts required for upcoming service jobs to help technicians work efficiently.
• Assist with maintaining an organized, accurate, and efficient parts department.

Operational & Team Support

• Communicate regularly with the Service Manager and technicians regarding repair schedules, parts availability, delays, and customer commitments.
• Coordinate efforts with coworkers and other departments to support efficient marina operations.
• Maintain clean, organized, and professional service and parts work areas.
• Follow established company policies, procedures, safety requirements, and inventory-control practices.
• Identify and communicate operational concerns, customer issues, inventory discrepancies, or other matters requiring management attention.
• Use company systems and technology accurately and consistently.
• Perform other duties as assigned based on business and operational needs.

Skills & Competencies

The successful Service & Parts Advisor should demonstrate:

• Customer Service: Responds promptly and professionally to customer needs and follows through on commitments.
• Communication: Communicates clearly and professionally with customers, technicians, managers, vendors, and coworkers both verbally and in writing.
• Attention to Detail: Maintains accurate work orders, purchase orders, inventory records, estimates, and customer information.
• Organization & Prioritization: Effectively manages multiple service jobs, parts requests, deadlines, and customer commitments.
• Problem Solving: Identifies issues, gathers relevant information, and works collaboratively to develop practical solutions.
• Teamwork: Works effectively with service, parts, yard, detailing, delivery, and management teams to support overall operations.
• Adaptability: Adjusts priorities and approaches in response to changing workloads, customer needs, parts availability, weather, and seasonal demands.
• Technical Learning: Demonstrates the ability and willingness to develop knowledge of boats, engines, marine systems, parts, warranty requirements, and dealership processes.
• Technology: Uses dealership management systems, Microsoft Office, Google applications, vendor websites, and other technology effectively.
• Sales & Consultative Service: Asks appropriate questions to understand customer needs and recommends parts or service solutions that appropriately address those needs.
• Judgment: Uses sound judgment and involves the appropriate manager when decisions or customer situations require escalation.
• Dependability: Maintains reliable attendance, arrives on time, follows through on responsibilities, and communicates proactively when challenges arise.
• Initiative: Looks for opportunities to assist customers and coworkers and improve department efficiency.
• Quality: Demonstrates accuracy and thoroughness and takes responsibility for the quality of their work.
• Safety: Follows established safety procedures, properly uses equipment and materials, and promptly reports unsafe conditions.

Qualifications

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications below represent the knowledge, skills, and abilities generally required for the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Education & Experience

• High school diploma or equivalent required.
• Customer service experience strongly preferred.
• Previous experience in marine service, parts, automotive, powersports, equipment, dealership, or a related environment is preferred but not required.
• Service-writing, parts, inventory, purchasing, or scheduling experience is a plus.
• Working knowledge of marine repairs and systems through education or previous employment is beneficial but not required.
• Experience with ADP Lightspeed or another dealership management system is preferred but not required.

Computer & Technology Skills

The employee should have or be able to develop proficiency with:

• Microsoft Word and Excel
• Google Docs and related Google applications
• ADP Lightspeed
• Dealership management and inventory systems
• Manufacturer and vendor parts catalogs and websites
• Electronic purchasing, work order, and inventory-management systems

Language & Communication Skills

Ability to read and interpret work orders, contracts, safety rules, operating instructions, maintenance information, parts catalogs, and procedure manuals. Ability to prepare routine correspondence and communicate effectively with customers, vendors, employees, and management.

Mathematical Skills

Ability to perform basic mathematical calculations necessary for pricing, quantities, inventory, purchasing, estimates, and other service and parts transactions.

Reasoning Ability

Ability to apply common sense of understanding to carry out instructions provided in written, oral, or diagram form. Must be able to evaluate information, prioritize competing needs, troubleshoot routine issues, and recognize when management involvement is appropriate.

Physical Demands

The physical demands described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

While performing the duties of this position, the employee is regularly required to stand, use hands to handle or feel objects and materials, and reach with hands and arms. The employee is frequently required to walk, bend, stoop, kneel, crouch, and communicate verbally. The employee may occasionally be required to climb or balance.

The position involves handling and moving parts, supplies, and other materials. The employee must regularly be able to lift and/or move items weighing up to 30 pounds and frequently handle items weighing up to 50 pounds, with appropriate assistance or equipment when necessary.

Specific vision abilities include close vision and the ability to adjust focus, including when using computers, reviewing parts information, reading work orders, and identifying inventory.

Work Environment

This position operates within an active marina and dealership environment. The employee regularly interacts with customers in person and by telephone and uses a computer throughout the workday.

The employee will work in service and parts areas and may periodically enter shop, yard, storage, dock, or other marina areas. The employee may be exposed to outside weather conditions, moving equipment, mechanical operations, noise, and other conditions typical of an active marina environment.

Seasonal demands may result in periods of increased customer activity, changing priorities, and a fast-paced work environment.

Benefits

Irwin Marine offers eligible employees a comprehensive benefits package that may include:

• Health insurance
• Dental insurance
• Vision insurance
• Short-Term and Long-Term Disability
• Life insurance
• Paid Time Off
• 401(k) eligibility after one year
• Incentive and/or team bonus opportunities

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to represent an exhaustive list of all responsibilities, duties, qualifications, or working conditions. Responsibilities may be modified based upon business and operational needs.

Marina Holdings is an Equal Opportunity Employer.