Service Writer

Description

Irwin Marine is seeking an organized, personable Service Writer to join our Hudson team. You will help customers navigate the service process, keep them informed about their boats, and work closely with our service team to keep repairs and maintenance moving. If you enjoy building relationships and taking ownership of the details, this is an opportunity to make a difference in every customer’s boating experience. 

The Service Writer serves as a primary point of contact between customers and the service department. This role documents service requests, coordinates appointments, communicates estimates and repair progress, and maintains accurate work orders from intake through completion. Working with the Service Manager, technicians, and parts team, the Service Writer helps deliver timely service and a positive customer experience 

Requirements

Major Duties and Responsibilities

• Greet customers and respond to service inquiries in person, by phone, and by email in a friendly, professional manner.
• Listen to customer concerns and accurately document requested maintenance, repair symptoms, vessel details, and contact information.
• Open and maintain repair orders, ensuring instructions, customer authorizations, and supporting records are complete.
• Schedule service appointments and coordinate boat drop-off, pickup, and related logistics with the service team.
• Work with the Service Manager and technicians to communicate repair needs, priorities, and realistic completion timelines.
• Prepare and explain estimates using information provided by technicians and the parts team; obtain customer approval before additional work is performed.
• Provide proactive updates about repair progress, parts availability, changes in cost, and scheduling delays.
• Coordinate with the parts department to support repairs and track outstanding parts needs.
• Review completed work orders for accurate labor, parts, and documentation; prepare invoices and process payments according to company procedures.
• Assist with warranty documentation and submission as directed, maintaining accurate service histories and records.
• Address customer questions and concerns professionally, involve the Service Manager when needed, and follow up after service to support customer satisfaction.

Skills and Requirements

• Strong customer service and communication skills, with the ability to explain service information clearly.
• Excellent organization, attention to detail, and follow-through while managing multiple work orders and competing priorities.
• Previous service writing, service advising, or customer service experience preferred; marine, automotive, or powersports experience is helpful.
• Basic understanding of boat maintenance and repair terminology preferred, with a willingness to learn marine products and service processes.
• Comfort using computers, email, and service management software to maintain accurate records.
• A positive attitude, dependable work habits, and the ability to work independently and collaboratively.
• Ability to remain calm and professional during busy periods and communicate changes promptly to customers and coworkers.

Work Environment

This position works primarily in a customer-facing service office, with periodic time in the service shop and outdoor yard. Duties involve computer and telephone use, sitting, standing, and walking between work areas. Employees must follow safety procedures around boats, equipment, and moving vehicles. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Bring your attention to detail and commitment to customer service to Irwin Marine. Apply to join our Hudson team.

Irwin Marine is an Equal Opportunity Employer