Marine Service Writer

Valhalla Yacht Sales • Full-time • New Gretna, New Jersey, United States • $61.50k - $71.50k / year • 4m ago

Company Overview
Valhalla Yacht Sales is a full-service marine dealership offering new and pre-owned boat sales, service, and brokerage across locations in New Jersey and Florida. As part of the Viking Marine Group, the company represents industry-leading brands such as Valhalla Boatworks and Viking Yachts, delivering high-quality products backed by expert support and customer-focused service.

Position Summary

The Marine Service Writer (MSW) serves as the primary point of contact between customers, service technicians, subcontractors, and the Service Department. This position is responsible for coordinating vessel repairs, maintenance, warranty claims, and service projects from initial customer contact through completion and delivery.

MSW evaluates customer concerns, develops repair plans, prepares work orders, monitors project progress, communicates status updates, and ensures customer satisfaction throughout the service process. This role requires strong marine knowledge, exceptional customer service skills, organizational ability, and the capability to manage multiple projects simultaneously.

Duties & Responsibilities

Customer Service & Project Coordination

Serve as the primary contact for customers regarding service, repair, maintenance, and warranty requests.
Meet with customers in person, by phone, and electronically to discuss service needs and vessel concerns.
Create, manage, and maintain work orders from intake through final completion.
Gather information necessary to accurately diagnose customer concerns and service requirements.
Provide customers with repair recommendations, maintenance suggestions, and equipment upgrade options.
Maintain regular communication with customers regarding project status, schedule changes, parts availability, and completion timelines.
Deliver a high level of customer service while building long-term customer relationships.
Serve as the primary point of contact for diesel-powered vessel service, repair, repowers, refits, HVAC systems, Seakeeper Gyro and Ride systems, trolling motors, fiberglass, paint/gelcoat, and trailer service needs.
Gather and verify customer information, vessel information, and required documentation prior to service intake.
Develop and maintain repair estimates, service recommendations, and customer approvals.
Assist customers with technical questions and coordinate appropriate solutions.

Service Planning & Technical Support

Evaluate repair requests and determine labor, materials, and service requirements.
Assist customers and vessel owners with troubleshooting issues remotely when appropriate.
Coordinate service work with technicians, subcontractors, and outside vendors.
Schedule qualified outside contractors when specialized services are required.
Monitor project progress to ensure quality workmanship and timely completion.
Follow up on open-service items and ensure all customer concerns are addressed.
Create, maintain, and update service work orders, ensuring proper allocation of charges to customer-pay, warranty, or internal departments.
Maintain accurate vessel and customer information necessary for scheduling, dispatching, and service tracking.
Input and maintain technician labor entries, repair notes, and estimate updates.
Coordinate scheduling of technicians, subcontractors, vendors, and off-site service work.
Support service department software implementation and process improvement initiatives.

Warranty Administration & Billing

Determine warranty eligibility and coordinate warranty claim processing.
Review warranty requests and supporting documentation.
Verify whether repairs are covered under warranty or customer-pay status.
Confirm payment methods with vessel owners or authorized representatives.
Review invoices, labor entries, and parts charges for accuracy.
Update and close work orders in a timely manner.
Meet with customers to review completed work, explain charges, and collect payment when necessary.
Obtain payment information and required documentation before work begins when applicable.
Generate final customer invoices and ensure billing accuracy.
Collect, track, and reconcile customer payments, receipts, deposits, and work order balances.
Review technician timesheets and labor reporting for accuracy and proper billing allocation.
Coordinate with Accounting to resolve billing discrepancies and customer account issues.

Quality Control & Operational Support

Monitor completed repairs to ensure work meets company quality standards.
Coordinate with service technicians, management, vendors, and customers to resolve issues efficiently.
Maintain accurate service records and customer documentation.
Utilize dealership and service management software to track work progress and customer information.
Support continuous improvement efforts within the Service Department.
Perform quality control reviews upon completion of service work to verify customer concerns have been addressed.
Follow up with customers after service completion to ensure satisfaction and identify additional service opportunities.
Develop and distribute service reminders, maintenance recommendations, and customer communication campaigns.
Collaborate with Sales, Yard Operations, Accounting, and Service personnel to ensure efficient workflow and customer satisfaction.

Safety & Compliance

Follow all company policies and procedures.
Maintain confidentiality of customer and company information.
Promote a safe and professional work environment.

Work Schedule

Standard Schedule: Shifts Vary

Overtime: As required by business needs.

Physical Demands & Work Environment

Primarily office-based with frequent visits to docks, marinas, service facilities, and vessels.
Requires standing, walking, climbing aboard vessels, and occasional work in outdoor environments.
Frequent use of computers, telephones, and office equipment.
Ability to occasionally lift and carry service-related materials and documentation.

Qualifications

Required

High school diploma or equivalent.
Strong customer service and communication skills.
Strong organizational and project coordination abilities.
Ability to manage multiple service projects simultaneously.
Proficiency with Microsoft Office applications including Outlook, Word, and Excel.
Ability to learn dealership and service management software.
Valid driver's license.

Preferred

Associate degree in Business, Sales, Marketing, Marine Technology, or related field.
Marine industry, boatyard, dealership, or service center experience.
Knowledge of marine mechanical, electrical, plumbing, and vessel systems.
Sales or customer account management experience.
Captain's License or significant boating experience.
Experience reading blueprints, technical drawings, and marine documentation.

Drug & Alcohol

Valhalla Boat Sales is a drug-free workplace. All employees must comply with local and federal laws regarding substance use. Pre-employment and random drug testing may be required.

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change or be assigned as operational needs require.

Valhalla Yacht Sales is an Equal Opportunity Employer

Pay: $61,500.00 - $71,500.00 per year

Benefits: