Service Writer

Marina Holdings LLC; Litchfield (NH); On-site; USD 42,000 - 56,000; Full time

Job summary

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.

Qualifications

• Experience in customer service or service writing is preferred.
• Strong organizational and detail orientation for multiple work orders.
• Familiarity with marine, automotive, or powersports terminology is helpful.

Responsibilities

• Greet customers and respond to service inquiries in person, by phone, and by email in a friendly, professional manner.
• Document requested maintenance, repair symptoms, vessel details, and contact information.
• Open and maintain repair orders, ensuring instructions, authorizations, and records are complete.
• Schedule service appointments and coordinate boat drop-off, pickup, and logistics with the service team.
• Communicate repair needs, priorities, and timelines with Service Manager and technicians.
• Prepare and explain estimates, obtain customer approval for additional work.
• Provide proactive updates about repair progress, parts availability, and scheduling delays.
• Coordinate with parts department to support repairs and track parts needs.
• Review work orders for accuracy and process invoices and payments.
• Assist with warranty documentation and service history records.

Skills

Customer service

Communication

Organization

Service writing/advising

Marine/boat knowledge

Computers/records management

Tools

Service management software

Job description

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.

Irwin Marine is an Equal Opportunity Employer