What are the responsibilities and job description for the Service Writer position at Petzold's Marine Center?
Company Description Petzold’s Marine Center is a four-generation, family-owned marine business that has served boaters across the Northeast since 1945. The company represents leading boat and yacht brands, from luxury cruisers to family pontoons, through sales offices in Connecticut and Rhode Island. Its headquarters in Portland, CT features a 14,000 sq. ft. heated showroom and is supported by additional locations in Norwalk, CT and Warwick, RI. Petzold’s also operates full-service marina and service facilities in Portland, Clinton, and Chester, CT, offering technical maintenance, winter storage, and repower services. The team focuses on combining longstanding industry expertise with modern practices to provide reliable support and create memorable boating experiences for customers.
Role Description This is a full-time, on-site Service Writer role based in Portland, CT. The Service Writer will be the primary point of contact between customers and the service department, greeting customers, answering phones, and responding to service inquiries in a professional and timely manner. Responsibilities include creating and updating work orders, scheduling and coordinating service appointments, and accurately documenting customer concerns and requested services. The role will work closely with technicians to communicate job requirements, track repair progress, and provide status updates to customers. The Service Writer will also review invoices, explain service recommendations and charges, assist with warranty and parts coordination, and help maintain an organized, efficient service office that supports high customer satisfaction.
Qualifications
Role Description This is a full-time, on-site Service Writer role based in Portland, CT. The Service Writer will be the primary point of contact between customers and the service department, greeting customers, answering phones, and responding to service inquiries in a professional and timely manner. Responsibilities include creating and updating work orders, scheduling and coordinating service appointments, and accurately documenting customer concerns and requested services. The role will work closely with technicians to communicate job requirements, track repair progress, and provide status updates to customers. The Service Writer will also review invoices, explain service recommendations and charges, assist with warranty and parts coordination, and help maintain an organized, efficient service office that supports high customer satisfaction.
Qualifications
- Strong customer-facing skills, including Customer Service and a focus on Customer Satisfaction.
- Professional Phone Etiquette and clear, courteous Communication skills in person and in writing.
- Solid Computer Literacy, including comfort with service management software, email, and basic office applications.
- Ability to prioritize and manage multiple service requests, with strong organizational and time-management skills.
- Attention to detail in documenting work orders, reviewing invoices, and communicating service details.
- Experience in a service writer, service advisor, or similar customer-service role; marine, automotive, or powersports industry experience is a plus.
- Comfort working in a fast-paced, team-oriented environment and collaborating with technicians and parts staff.
- High school diploma or equivalent required; additional technical or marine-related training is beneficial.