Service Writer & Assistant Service Manager

Description

Help customers get back on the water while helping our service team stay on track.

Irwin Marine is seeking an organized, customer-focused Service Writer and Assistant Service Manager to join our Hudson team. This hands-on role combines customer communication and repair order management with daily operational support for the service department. If you enjoy solving problems, coordinating a busy workflow, and helping a team succeed, this is an opportunity to take the next step in your marine service career.

Position Overview

The Service Writer and Assistant Service Manager guides customers through the service process while supporting the Service Manager with scheduling, work assignments, repair progress, and department priorities. This role connects customers, technicians, the parts team, and yard personnel to keep work moving efficiently. The position also helps maintain accurate records, resolve service concerns, and support quality, safety, and customer satisfaction.

Requirements

Major Duties and Responsibilities

• Greet customers and respond to service inquiries in person, by phone, and by email with professionalism and a positive attitude.
• Document customer concerns, requested maintenance, vessel details, and authorizations; open and maintain accurate repair orders.
• Prepare and explain estimates using technician and parts information, obtain customer approvals, and provide timely updates about repairs, costs, and completion dates.
• Assist the Service Manager with appointment scheduling, daily work priorities, and technician assignments based on skill, capacity, and parts availability.
• Monitor work in progress, identify delays, and coordinate with technicians and the parts team to address obstacles and keep customers informed.
• Coordinate boat intake, pickup, delivery, and yard movements with the appropriate team members.
• Support daily team communication, reinforce established procedures, and assist with training and onboarding as directed by the Service Manager.
• Review completed repair orders for accurate labor, parts, and documentation; prepare invoices, process payments, and assist with warranty records.
• Help resolve customer concerns within delegated authority and escalate significant issues to the Service Manager.
• Assist with tracking department workload, turnaround time, labor utilization, and outstanding work orders to support service goals.
• Help maintain a safe, organized service environment and provide operational coverage for the Service Manager as assigned.

Skills and Requirements

• Previous service writing or service advising experience preferred; marine, automotive, or powersports experience is especially helpful.
• Experience coordinating workflow, supporting a service team, or serving in a lead role preferred.
• Strong customer service and communication skills, including the ability to explain repair needs, estimates, and scheduling changes clearly.
• Excellent organization, attention to detail, and follow-through while managing multiple customers and work orders.
• Working knowledge of service department processes, repair order documentation, and basic maintenance and repair terminology.
• Comfort using computers, email, and service management software to schedule work, maintain records, and review department information.
• Ability to prioritize changing needs, solve problems, and remain calm and professional during busy periods.
• A dependable, collaborative approach with the ability to guide coworkers respectfully and exercise sound judgment within assigned authority.
• Some weekend and holiday work is required.
• Valid driver’s license and good driving record.
• Must pass a background check (for applicants 18 or older)

Work Environment

This position works in a customer-facing service office, with regular coordination 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 service experience, customer focus, and leadership potential to Irwin Marine. Apply to join our Hudson team.

Irwin Marine is an Equal Opportunity Employer.