Service Advisor

Position Summary

Service Advisors are responsible for providing excellent customer service experience at their One Water store. They are passionate about delighting customers and achieving or exceeding the customers’ expectations through timely service, done in a profitable and efficient manner.

• Schedules service work and processes retail, warranty and internal repair orders efficiently and in a timely manner.
• Maintains repair records for supervision or control.
• Manages technician workflow and schedules assigned repair orders.
• Performs detailed write-up of customer concerns and incorporates required work utilizing “Complaint, Cause & Correction” on each repair order and provides timely estimates for customer approval.
• Collaborates with the service manager to improve internal processes, workflow, and operational efficiency.
• Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation.
• Helps maintain the flow and distribution of supplies and parts; assists in determining materials, supplies, machinery, equipment, or tolls to be used or parts to be bought, stocked, and sold.
• Resolves customer complaints or concerns in a timely manner and seeks ways to better serve customers.
• Obtains warranty or service contract approvals promptly.
• Effectively communicates with customers proactively, keeping them informed of status and completion.
• Performs quality control checks on finished boats, ensuring completion of repairs & cleanliness.
• Participates in appraisal of technician productivity and efficiency, recommends promotions or status changes, and assists in interviewing, selecting, and training technicians.
• Monitors and implements legal compliance measures.

• Excellent interpersonal and communication skills.
• Ability to build and maintain customer relationships.
• Ability to manage service schedules and appointments.
• Ability to prioritize tasks in a fast‑paced environment.
• Detail-oriented with accurate documentation and reporting.
• Efficient in managing workflow and ensuring customer expectations are met.

• High school diploma or equivalent (required).
• Minimum of 2‑3 years of experience in a customer service or service advisor role, preferably in the automotive, marine, or related industries.
• Experience working in a service department (marine service experience a strong advantage).
• Knowledge of marine equipment, boats, engines, and parts (strongly preferred).
• Familiarity with basic marine maintenance and repair terminology.

Remaining in a stationary position, often standing or sitting for prolonged periods – Constantly. Repeating motions that may include the wrists, hands and/or fingers – Frequently. Moving about to accomplish tasks or moving from one worksite to another – Frequently. Operating a motor vehicle – Occasionally. Communicating with others to exchange information – Constantly. Assessing the accuracy, neatness and thoroughness of the work assigned – Constantly.

Hearing – Constantly. Talking – Constantly. Seeing – Constantly. Eye/Hand/Foot coordination – Frequently.

Indoor office environment with controlled temperatures.

One Water Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.