Marine Service Operations Coordinator

Marine Service Operations Coordinator

Sea & Land Yacht Works | Wakefield, RI | Full-Time, On-Site

Sea & Land Yacht Works is a rapidly growing marine service company based in Wakefield, Rhode Island, specializing in advanced marine electrical systems, electronics, and propulsion-related services. Our work includes lithium battery systems, marine electronics, solar power, charging systems, custom electrical installations, and seasonal services such as winterization and commissioning.

With approximately 30% year-over-year growth, we've continued to expand our team, capabilities, and involvement in increasingly complex marine projects.

Our work extends well beyond traditional marine service. We've had the opportunity to collaborate on high-profile sailing projects, including SV Delos, The Duracell Project, and electrical system design for a Golden Globe Race competitor. These projects reflect our commitment to technical excellence, innovation, and pushing the boundaries of modern marine electrical systems.

We're a growing company with a highly skilled technical team, a wide variety of projects, and a service department where no two days are quite the same.

As we continue to expand, we're looking for a highly organized, motivated, and proactive Service Operations Coordinator who enjoys a challenge, thrives in a fast-paced environment, and takes pride in making things run efficiently.

About the Role:

If you enjoy solving problems, juggling moving pieces, working with customers, and finding ways to make a busy operation run more efficiently, this could be a great fit.

This is a demanding but rewarding position with a significant impact on our company's day-to-day success.

You'll serve as the central point of coordination between our field technicians, vendors, and customers. Your responsibility is to keep jobs moving efficiently from initial estimate through final invoicing, ensuring the right technicians, parts, information, and schedules come together at the right time.

Some days everything will go according to plan. Other days, a technician may uncover an unexpected repair, a critical part may be delayed, a customer may need an urgent update, or the schedule may need to be reorganized entirely.

We're looking for someone who sees these situations as challenges to solve rather than obstacles to get frustrated by.

Strong customer service skills are essential. You'll be communicating directly with customers throughout their projects, explaining updates, managing expectations, and ensuring they feel informed and confident in the work we're performing.

This is not a traditional administrative or receptionist position. It's an active, hands-on operations role that requires independent thinking, initiative, accountability, and the ability to manage competing priorities.

Key Responsibilities:

Scheduling & Technician Coordination:

• Develop and manage weekly technician schedules.
• Assign technicians based on skill set, location, workload, and parts availability.
• Maximize productive, billable hours while minimizing downtime, unnecessary travel, and repeat visits.
• Quickly adjust schedules to accommodate weather, urgent service calls, parts delays, and changing priorities.
• Coordinate with technicians to ensure upcoming jobs are properly prepared.
• Identify potential scheduling conflicts and resolve them before they impact productivity.

Parts, Inventory & Vendor Management:

• Order and track parts and materials needed for scheduled projects.
• Manage vendor communications, purchase orders, and delivery timelines.
• Receive, inspect, organize, and check in incoming materials.
• Maintain inventory levels, monitor reorder points, and replenish commonly used supplies.
• Organize and stage materials for upcoming jobs.
• Coordinate backorders, returns, and warranty shipments.
• Proactively identify potential parts shortages and find solutions to avoid project delays.

Customer Service & Communication:

• Serve as a primary point of contact for customers with active service projects.
• Provide regular, proactive updates regarding scheduling, repair progress, and parts availability.
• Communicate technician findings, recommended repairs, and changes in project scope clearly and professionally.
• Set realistic expectations regarding scheduling, costs, and project completion.
• Respond professionally to customer questions, concerns, and unexpected changes.
• Maintain accurate written records of customer communications.
• Build positive customer relationships through clear communication, responsiveness, and follow-through.

A major part of this role is ensuring customers hear from us before they feel the need to reach out for an update.

Estimating & Invoicing:

• Prepare estimates for standard services, including winterization, commissioning, and common repairs and installations.
• Work with our lead technicians and owner to develop estimating skills for custom projects.
• Follow up on outstanding estimates and coordinate approved work.
• Review technician notes, labor hours, materials, and job documentation for accuracy.
• Prepare and send invoices promptly upon job completion.
• Identify missing information or discrepancies and work with technicians to resolve them.

CRM & Job Management:

• Maintain accurate customer records, work orders, and project documentation.
• Track open jobs, outstanding estimates, and pending action items.
• Ensure job information is consistently updated in our CRM and scheduling software.
• Identify opportunities to streamline processes, improve communication, and increase operational efficiency.
• Take ownership of follow-up tasks to ensure important details don't fall through the cracks.

What Success Looks Like:

• Technicians consistently meet or exceed billable-hour targets.
• Jobs are properly prepared with the necessary parts, materials, and information.
• Unexpected scheduling challenges are addressed quickly and effectively.
• Customers receive timely, professional updates without needing to request them.
• Customer concerns are handled confidently and with a solutions-oriented approach.
• Outstanding estimates receive consistent follow-up.
• Completed jobs are invoiced accurately and promptly.
• Service operations remain organized and productive, even when priorities change unexpectedly.

Who Thrives in This Role?

We're not looking for someone who simply wants to complete a daily checklist. We're looking for someone who enjoys taking ownership, solving problems, and keeping a busy operation running smoothly.

The Ideal Candidate:

• ***Enjoys a challenge.***You find satisfaction in solving difficult problems, managing complex situations, and figuring out how to make things work.
• ***Thrives in a fast-paced environment.***You enjoy staying busy, can shift priorities quickly, and remain effective when several things need attention at once.
• Has excellent customer service skills. You're friendly, professional, and confident communicating with customers, including when delivering unexpected news or managing difficult conversations.
• Takes initiative. You don't wait to be told what needs attention. You anticipate problems, follow through, and take ownership of solutions.
• Is exceptionally organized. You can manage multiple jobs, schedules, orders, and customer communications without losing track of important details.
• Stays calm under pressure. When plans change or something goes wrong, you focus on finding a solution rather than becoming overwhelmed.
• Is detail-oriented and accountable. You understand that small mistakes in scheduling, ordering, or invoicing can have significant consequences.
• ***Communicates effectively.***You can work confidently with technicians, vendors, management, and customers, adapting your communication style to the situation.
• Enjoys learning and improving processes. You're comfortable with technology, open to new systems, and interested in finding more efficient ways to work.
• ***Takes pride in results.***You enjoy seeing jobs completed successfully, customers satisfied, and the operation running efficiently because of your efforts.

Qualifications for this Position:

Required:

• 2 or more years of experience in field service operations involving scheduling, dispatching, service writing, parts management, or purchasing. Experience in marine service, HVAC, automotive repair, electrical contracting, equipment dealerships, or similar industries qualifies.
• Hands-on parts ordering experience: Placing vendor orders, tracking deliveries and backorders, and managing returns or warranty claims.
• ***Experience with job management or CRM software:***Regular use of systems such as Jobber, ServiceTitan, Housecall Pro, Lightspeed, CDK, or similar platforms for scheduling, work orders, or invoicing.
• Strong computer and written communication skills: Proficiency with Excel, email, and digital recordkeeping. Candidates must be able to write clear, professional customer communications. A short writing or practical exercise may be included in the interview process.
• Estimating and invoicing experience: Experience preparing or reviewing estimates and invoices that include labor hours and parts.
• ***Strong customer service skills:***Experience communicating directly with customers, managing expectations, and resolving concerns professionally.
• ***Full-time, on-site availability:***This position is based at our Wakefield, RI shop and is not remote or hybrid.
• Seasonal flexibility: Availability for additional hours during peak service seasons, particularly spring and early summer, with the possibility of reduced hours during the slower winter months.
• ***Valid driver's license and clean driving record:***Required for occasional parts pickups and vendor runs.
• Ability to lift up to 50 lbs: Required for receiving, inspecting, and staging incoming materials.

Preferred:

• Marine service experience involving winterization, commissioning, and seasonal boatyard operations.
• Working knowledge of marine electrical and electronics systems, including NMEA 2000, Victron, lithium batteries, solar, and multifunction displays.
• Experience with boatyard or dealership work orders and subcontracted projects.
• Experience using AI tools such as ChatGPT, Claude, or similar platforms to improve productivity, streamline administrative tasks, automate workflows, or improve business operations.
• Interest in learning and adopting new technologies, including AI and automation, to improve operational efficiency.
• ABYC, NMEA, or manufacturer training.

Marine industry experience is preferred but not required. Candidates with strong service coordination experience in other technical industries are encouraged to apply.

Position Structure:

Job Type: Full-Time with Seasonal Flexibility

Location: Wakefield, RI (On-Site)

This is a full-time position with year-round responsibilities. Due to the seasonal nature of the marine industry, additional hours may be required during our busy spring and summer seasons, with the possibility of reduced hours during the slower winter months.

This position focuses specifically on managing and coordinating our service operations.

Our office manager handles general administrative responsibilities, including accounts payable, payroll, inbound calls, timesheet administration, and insurance. Our owner oversees system design, larger refit estimates, and business development.

Your responsibility is to coordinate the people, parts, schedules, customers, and information needed to keep our service department running efficiently.

You'll have a meaningful level of responsibility and the opportunity to make a measurable impact on the company's performance.

Compensation:

$26 to $28 per hour based on experience, plus a performance bonus of up to $5,000 per year, paid quarterly, based on service department productivity and invoicing goals.

Why Join Sea & Land Yacht Works?

• ***Be part of a rapidly growing company.***With approximately 30% annual growth, we're expanding our operations, investing in new technology, and creating opportunities for employees who want to grow with us.
• Work alongside a team involved in unique, high-profile projects. From internationally recognized sailing projects such as SV Delos and The Duracell Project to electrical system design for a Golden Globe Race competitor, our team works on some exciting and technically challenging marine projects.
• Help shape the future of our operations. We're investing in AI, automation, and modern business systems to improve efficiency and support our continued growth. You'll have opportunities to contribute ideas, improve workflows, and help develop the systems that drive our company's success.
• Work that keeps you engaged. Our projects are diverse, technically interesting, and constantly evolving. No two days are exactly alike.
• Make a real impact. Your organization, problem-solving, and communication skills directly influence our technicians' productivity, customer satisfaction, and overall success.
• Be part of a growing company. Join an expanding Rhode Island marine electrical and electronics business with opportunities to grow professionally.
• Work with a skilled technical team. Collaborate with experienced marine technicians and gain exposure to advanced yacht systems and technology.
• Take ownership of your work. We value employees who take initiative, make thoughtful decisions, and look for ways to improve how we operate.
• ***Embrace new technology.***Be part of a company actively exploring AI, automation, and modern software tools to streamline operations and improve efficiency.
• Collaborative work environment. Work alongside a team that values technical expertise, problem-solving, and getting the job done right.
• Full-time employment with seasonal flexibility. Enjoy year-round employment with the potential for additional hours during busy seasons and reduced hours during the slower winter months.

Hiring Process & Anticipated Start Date:

Target Start Date: Early February 2027

We're looking for the right long-term addition to our team and have established a hiring process that allows both candidates and our company to evaluate the fit.

Our anticipated hiring timeline:

• November: Applications reviewed on a rolling basis, with initial phone interviews for qualified candidates.
• Early to Mid-December: In-person interviews at our Wakefield shop, including brief exercises evaluating written customer communication, estimating, and invoicing accuracy.
• Mid-December: Finalists invited to a paid, half-day working interview to experience our operations and meet the team.
• ***Before the Holidays:***Target offer date, allowing candidates time to provide notice to their current employer.
• Early February: Anticipated start date, followed by hands-on training with our owner and lead technicians ahead of the busy spring commissioning season.

This timeline is subject to adjustment based on applicant availability and the hiring process.

Interested in Joining Our Team?

If you're looking for a job where every day is predictable and your responsibilities rarely change, this probably isn't the right position for you.

But if you're someone who enjoys staying busy, thrives on solving problems, takes pride in delivering excellent customer service, and finds satisfaction in keeping a complex operation running smoothly, we'd love to hear from you.

We're looking for someone who wants to take ownership of their role, contribute to a growing company, and make a real difference in how our business operates.

If that sounds like you, we encourage you to apply!

Pay: $26.00 - $28.00 per hour

Expected hours: 40.0 per week

Benefits:

• Employee discount
• Paid time off
• Professional development assistance

Application Question(s):

• Do you have 2 or more years of experience in field service operations?

Ability to Commute:

• Wakefield, RI 02879 (Required)

Work Location: In person