Marine Service Advisor

Position Summary

FLX Marine is seeking an organized, customer-focused Marine Service Advisor to manage the customer experience from the moment a boat is scheduled for service until it is returned to the owner. The Service Advisor is responsible for creating repair orders, communicating with customers, coordinating with technicians and parts, and ensuring work is completed accurately and on time.

This position plays a critical role in the success of our service department by delivering exceptional customer service while helping maximize technician productivity and departmental profitability.

Primary Responsibilities & Customer Service

• Greet customers professionally in person, by phone, email, and text.
• Schedule service appointments.
• Listen carefully to customer concerns and accurately document repair requests.
• Explain maintenance recommendations and repair options.
• Provide accurate estimates whenever possible.
• Keep customers informed throughout the repair process.
• Obtain customer approval before performing additional work.
• Deliver completed boats and explain repairs performed.
• Handle customer concerns professionally and resolve issues promptly.

Service Operations

• Open and manage repair orders.
• Coordinate work flow with Service Manager and technicians.
• Prioritize repairs based on customer needs and scheduling.
• Monitor repair progress daily.
• Ensure repair orders contain complete documentation.
• Verify labor hours and parts before closing repair orders.
• Assist with preseason commissioning and winterization scheduling.

Communication

• Serve as the primary liaison between:
• Customers
• Technicians
• Parts Department
• Sales Department
• Marina Operations
• Translate technical information into language customers understand.
• Maintain proactive communication throughout every repair.

Parts Coordination

• Work closely with Parts Department to:
• Order required parts
• Track backorders
• Schedule repairs around parts availability
• Ensure technicians receive needed parts promptly

Scheduling

• Manage technician workload.
• Schedule work to maximize technician efficiency.
• Balance quick turnaround repairs with larger projects.
• Coordinate launch, haul-out, and transport when necessary.

Administrative Duties

• Maintain accurate customer records.
• Process payments.
• Close repair orders.
• Assist with warranty paperwork.
• Maintain service scheduling calendar.
• Monitor outstanding repair orders.

Desired Skills

• Excellent customer service skills
• Strong written and verbal communication
• Ability to multitask in a fast-paced environment
• Strong organizational skills
• Basic computer proficiency
• Ability to learn dealership management software
• Problem-solving mindset
• Professional appearance and attitude
• Team-oriented

Preferred Qualifications

• Marine industry experience preferred
• Service writing or service advisor experience preferred
• Mechanical aptitude
• Knowledge of boats, engines, and marine systems is a plus
• Valid driver's license

Performance Expectations

A successful Service Advisor at FLX Marine will:

• Maintain exceptional customer satisfaction.
• Keep customers informed without requiring them to call for updates.
• Schedule work to maximize technician productivity.
• Minimize repair delays caused by communication or parts issues.
• Ensure repair orders are complete and accurate.
• Support warranty compliance.
• Help maintain an organized, efficient service department.

Key Performance Indicators (KPIs)

Performance may be evaluated using:

• Customer Satisfaction (CSI)
• Repair Order Accuracy
• Estimate Approval Rate
• Average Repair Order Value
• Technician Billable Efficiency
• On-Time Completion Rate
• Warranty Documentation Accuracy
• Repair Order Cycle Time
• Customer Communication Compliance
• Gross Profit on Labor and Parts
• Repeat Customer Rate

Physical Requirements

• Ability to work indoors and outdoors in varying weather conditions.
• Ability to climb aboard boats.
• Lift up to 40 pounds occasionally.
• Walk marina docks and service yard safely.

Why Join FLX Marine?

FLX Marine is one of the Finger Lakes' premier full-service marinas and boat dealerships, representing industry-leading brands including Monterey, Crest, Evotti, Tige, ATX, Ranger Tugs, and Cutwater. We are committed to delivering an exceptional ownership experience through outstanding customer service, quality repairs, and a team-first culture.

If you enjoy helping customers, solving problems, and working around boats, we'd love to hear from you.

Job Type: Full-time

Pay: $23.00 - $30.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Retirement plan

Work Location: In person

Salary : $23 - $30