Service Advisor at Eclipse Marine Seneca

Brunswick Boat Group•Seneca, SC

12d•Onsite

About The Position

At Eclipse Marine Seneca, we’re committed to delivering an exceptional boating experience through dependable, high-quality service and a passion for the boating lifestyle. We are seeking a customer-focused, solutions-driven Service Advisor to join our Service Department. In this fast-paced role, you’ll serve as the primary point of contact for customers throughout the service process, helping coordinate repairs, communicate updates, manage expectations, and support the successful completion of repair orders from intake through delivery. The ideal candidate is a strong communicator with a collaborative mindset and the ability to balance customer satisfaction with operational efficiency. If you enjoy problem-solving, building relationships, and being part of a team that takes pride in quality work and customer care, this is a great opportunity to grow your career in the marine industry.

Requirements

High school diploma or equivalent.
Basic understanding of parts, labor estimating, and service documentation processes.
Ability to effectively communicate technical information to customers in a clear and professional manner.
Strong organizational skills with the ability to manage multiple repair orders and shifting priorities simultaneously.
Proficiency with Microsoft Office products and general computer literacy.
Ability to learn and effectively utilize dealership management systems, manufacturer systems, and service software platforms to create, track, and manage repair orders.
Excellent verbal and written communication skills.
Strong customer service and relationship-building abilities.
Strong attention to detail and problem-solving skills.
Ability to work collaboratively in a fast-paced team environment.
Solid work ethic, reliability, and professionalism.
Valid driver's license with a clean Motor Vehicle Record (MVR) that meets company standards, along with a clear background check and drug screening.

Nice To Haves

Prior experience in a Service Advisor, Service Writer, customer service, or service coordination role.
Working knowledge of marine, automotive, powersports, or other mechanical service operations.
Prior experience in the marine industry, including boating knowledge or boating lifestyle experience.
Familiarity with warranty administration processes and manufacturer warranty systems.
Experience using Lightspeed or similar dealership management software (DMS).

Responsibilities

Greet and assist customers by gathering detailed information about vessel concerns, service needs, and repair requests.
Create, update, and manage repair orders (ROs) within the dealership management system (DMS), ensuring accurate documentation of customer concerns, technician findings, labor, parts, approvals, and final invoicing.
Communicate with customers throughout the repair process regarding estimates, approvals, timelines, delays, and completed work while maintaining high levels of customer satisfaction through proactive communication and timely follow-up.
Develop repair estimates by researching parts, labor, and manufacturer guidelines while ensuring accuracy and transparency.
Coordinate with technicians, parts personnel, and customers to ensure repair orders are properly assigned, updated, communicated, and progressed efficiently throughout the service process.
Review technician notes, labor entries, and parts usage for accuracy and completeness prior to closing repair orders.
Verify warranty and service contract coverage and take full responsibility for warranty claim preparation, documentation, and follow-through to payment.
Coordinate parts ordering for repairs by either directly ordering parts or ensuring the Parts Specialist has all required information needed to source and process parts requests accurately.
Maintain organized and accurate repair records, customer communications, warranty documentation, purchase orders, and repair history within the DMS.
Review completed repairs with customers, including work performed, findings, recommendations, and applicable charges.
Process customer payments and assist with vessel pickup coordination as needed.
Support shop efficiency by ensuring technician labor entries, repair orders, and documentation are reviewed, updated, and closed accurately and in a timely manner.
Coordinate preventive maintenance scheduling for company-managed fleets, rentals, or service programs as applicable to the location.
Maintain strong working relationships with manufacturers, vendors, customers, and internal departments.
Ensure the service office, customer areas, and shared workspaces remain clean, organized, and professional.
Assist with occasional onsite and offsite promotional events and boat shows, including setup and breakdown as needed.
Support other departments and operational needs as necessary.
Any additional duties assigned for success.