Service Writer

The Service Writer plays a vital role in our marine service department, serving as the primary point of contact for customers seeking boat repairs, maintenance, or service. This role is responsible for efficiently managing service requests, communicating with customers, and coordinating service appointments to ensure a seamless service experience.

Responsibilities:

• Customer Interaction: Greet and assist customers in a friendly and professional manner, both in-person and via phone or email.
• Service Requests: Receive and document customer requests for boat service, repairs, or maintenance.
• Service Consultation: Consult with customers to understand their service needs, concerns, and boat issues.
• Service Scheduling: Schedule service appointments based on customer preferences, service availability, and technician schedules.
• Work Orders: Generate and manage work orders, detailing the scope of service and customer expectations.
• Cost Estimates: Provide accurate cost estimates for service or repair work, including parts and labor.
• Parts Procurement: Coordinate the procurement of necessary parts, components, and materials for service jobs.
• Technician Assignment: Assign service jobs to appropriate technicians based on their skills and expertise.
• Service Coordination: Coordinate service appointments, ensuring that all necessary resources are available.
• Communication: Keep customers informed about the status of their service jobs, including any delays or additional work required.
• Documentation: Maintain detailed records of service requests, work orders, service histories, and customer interactions.
• Invoicing: Generate and review invoices for completed service work, ensuring accuracy and completeness.
• Quality Assurance: Conduct quality checks on completed service jobs to ensure they meet company standards and customer satisfaction.
• Customer Feedback: Collect and document customer feedback and reviews to improve service quality.
• Safety: Promote and enforce safety protocols within the service department.
• Inventory Management: Monitor and manage inventory of service parts and materials.
• Compliance: Ensure compliance with environmental regulations related to service and waste disposal.
• Service Reporting: Prepare regular service reports for management, summarizing key performance metrics.
• Service Promotions: Inform customers of service promotions, maintenance packages, or service plans.
• Training: Stay informed about boat service trends and updates through ongoing training and professional development.

• High school diploma or equivalent; additional education or training in marine service or a related field is beneficial.
• Previous experience in boat service coordination, customer service, or a similar role is preferred.
• Strong customer service and interpersonal skills.
• Excellent communication skills, both written and verbal.
• Ability to understand and communicate technical information related to boat service and repairs.
• Proficiency in using computer systems and software for scheduling, work orders, and customer interactions.
• Organizational skills and attention to detail.
• Ethical and values-driven approach to customer interactions.
• Familiarity with boat systems, maintenance, and common service issues is advantageous.
• Flexibility to work in a dynamic and customer-centric service environment.
• Availability to work weekends or extended hours based on business demands.

Benefits:

• Health, dental, vision, and life insurance
• Employee discount
• Paid time off
• 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.