Marine Parts & Warranty Coordinator

About this job

• Serve as a primary point of contact for marine dealers and boat owners regarding warranty concerns, replacement parts, accessories, and product-related service questions.
• Communicate professionally with dealers by phone, email, and other established communication channels.
• Listen to service concerns, ask appropriate questions, and gather information needed to understand reported issues.
• Use marine service and boat manufacturing knowledge to help identify potential causes of concerns and determine appropriate next steps.
• Assist dealers with documenting service concerns, repair needs, and replacement parts requirements.
• Coordinate with Production, Engineering, Purchasing, and other internal departments to research and resolve product-related issues.
• Provide routine technical and product information within the scope of the position.
• Maintain consistent communication with dealers regarding open requests, warranty claims, and parts orders.
• Follow assigned inquiries through resolution, ensuring appropriate documentation and timely follow-up.
• Handle escalated or challenging dealer concerns professionally and communicate unresolved matters to management.
• Support positive, long-term relationships with our marine dealer network.

• Read and interpret complete boat Bills of Materials (BOMs), model specifications, production records, and available technical drawings.
• Identify individual marine parts, components, assemblies, and their applications.
• Research part numbers, descriptions, model-year specifications, and component compatibility.
• Assist dealers with identifying correct replacement parts for warranty repairs, service work, and customer requests.
• Process dealer parts and accessories orders through Epicor ERP.
• Verify order accuracy, including part numbers, quantities, model applications, and shipping information.
• Communicate parts pricing, availability, lead times, and shipping updates to dealers.
• Coordinate with Purchasing, Inventory, Production, and suppliers to resolve parts availability or identification concerns.
• Research discontinued, substituted, or updated components to determine appropriate replacement options.
• Assist with resolving incorrect parts orders, missing components, and other order-related discrepancies.
• Maintain accurate records of parts inquiries, orders, and dealer communications.

• Receive, review, and process marine manufacturer warranty claims in accordance with established company policies.
• Assist dealers with properly documenting warranty concerns and repair requests.
• Review submitted documentation, including repair descriptions, photographs, hull identification numbers (HINs), and supporting information.
• Identify missing or incomplete claim information and coordinate with dealers to obtain necessary documentation.
• Use marine technical knowledge to understand reported component failures, manufacturing concerns, and service issues.
• Coordinate with Engineering, Production, Quality, and other departments when additional technical review is required.
• Track warranty claims from initial submission through review and resolution.
• Communicate claim status, additional documentation requests, and approved next steps to dealers.
• Maintain organized and accurate warranty records within company systems.
• Assist with identifying recurring warranty concerns and communicate trends to appropriate departments.
• Escalate complex claims, unusual product concerns, or unresolved warranty matters to management.

• Apply practical marine service knowledge to understand boat operation, maintenance, repairs, and common product concerns.
• Assist dealers with basic troubleshooting questions involving boat construction and onboard systems.
• Demonstrate working knowledge of marine electrical, plumbing, fuel, steering, and engine rigging systems.
• Review service descriptions and available technical information to help identify affected components.
• Assist with determining appropriate replacement parts and coordinating additional technical assistance when needed.
• Communicate technical information clearly to dealers, service technicians, and internal employees.
• Work closely with internal teams to research product specifications, manufacturing changes, and component applications.
• Support accurate documentation of service concerns and corrective actions.
• Help ensure dealers receive timely information needed to complete customer repairs.

• Maintain accurate records of dealer inquiries, parts orders, warranty claims, and service-related communications.
• Track open requests and follow up with internal departments to help ensure timely resolution.
• Communicate expected timelines, parts availability, and next steps clearly and professionally.
• Prepare reports, spreadsheets, and other documentation related to warranty claims and parts activities.
• Identify recurring service, parts, or warranty concerns and communicate findings to management.
• Maintain confidentiality of dealer, customer, and company information.
• Assist with improving departmental processes, communication, and documentation.
• Support additional parts, warranty, and service coordination responsibilities as assigned.

• Minimum of ten (10) years of professional experience in the marine industry.
• Hands-on experience in boatbuilding or boat manufacturing is required.
• Previous experience in marine service advising, service writing, parts operations, warranty administration, dealer support, or a closely related marine industry position.
• Strong working knowledge of boat construction, assembly processes, and component installation.
• Demonstrated ability to read and interpret complete boat Bills of Materials (BOMs) and accurately identify parts, assemblies, and their applications.
• Strong understanding of marine systems, including electrical, plumbing, fuel, steering, and engine rigging.
• Practical boating experience and familiarity with boat operation, maintenance, and common service concerns.
• Experience communicating directly with marine dealers, service departments, technicians, or boat owners.
• Ability to understand customer-reported service concerns and gather appropriate information for technical review.
• Strong organizational skills and ability to manage multiple warranty claims, parts orders, and service requests.
• Excellent written and verbal communication skills.
• Strong customer service skills and ability to handle challenging conversations professionally.
• Ability to research technical information, identify appropriate parts, and coordinate solutions.
• Strong attention to detail when reviewing service documentation, parts information, and warranty claims.
• Ability to maintain accurate records and consistently follow up on open issues.
• Proficiency with Microsoft Office and the ability to learn company ERP, parts, and warranty systems.
• Ability to work independently while collaborating effectively with internal departments.
• High school diploma or GED required.
• Ability to work full-time on-site in Chocowinity, North Carolina.

• Previous experience as a Marine Service Writer, Marine Service Advisor, Parts Advisor, Warranty Administrator, or similar position.
• Experience working directly with marine dealerships or boat manufacturers.
• Previous experience administering marine manufacturer warranty programs.
• Experience processing marine parts and accessories orders.
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