Service Writer

Irwin Marine•Litchfield, NH

About The Position

Irwin Marine is seeking an organized, personable Service Writer for its Hudson team. The Service Writer is a primary point of contact between customers and the service department, helping customers navigate the service process and keeping them informed about their boats. The 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 keep repairs and maintenance moving while delivering timely service and a positive customer experience.

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.
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.
Follow safety procedures around boats, equipment, and moving vehicles.

Nice To Haves

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.

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.