Marine Service Advisor & Customer Success Lead

Marinemax; Westbrook (CT); On-site; USD 28,000 - 41,000; Full time

Job summary

MarineMax is seeking a Service Advisor to support the Service Manager, team, and customers. You will gather information to perform boat repairs and ensure work is completed correctly the first time in a timely manner.

Responsibilities include scheduling, using service tools to estimate time, obtaining customer approvals, coordinating with manufacturers and warranty providers, and delivering clear work orders to technicians. The role emphasizes customer service and accurate invoicing.

Responsibilities

• Assist Service Manager in day-to-day operations including scheduling and distribution of work for technicians and yard team
• Use manufacturer flat rate guides and Standard Service Operations (SSO’s) to determine the time allotted for the work
• Insure that the Complaint, Cause and Correction of each problem are noted in the IDS work order
• Coordinate with the manufacturer and/or extended warranty companies to get approval in advance of repairs
• Greet customers and determine needs, providing clear and precise instructions on the work order for the technician
• Answer incoming calls in a professional manner, returning all customer calls prior to close of business each day
• Promote the sale of additional labor services, parts and accessories in a professional manner for each customer
• Obtain Customer signature on every work order, and collect payment for work prior to releasing customer boat
• Schedule, coordinate and follow-up on sublet contractors
• Inspect quality of work performed as required, prior to delivery to the customer
• Communicate with the customer during repairs and coordinate customer pick-up
• Finalize and invoice work orders
• Provide prompt, detailed and timely flow of all paperwork
• Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members
• Other Duties as assigned.

Job description

MarineMax is seeking a Service Advisor to support the Service Manager, team, and customers. You will gather information to perform boat repairs and ensure work is completed correctly the first time in a timely manner.

Responsibilities include scheduling, using service tools to estimate time, obtaining customer approvals, coordinating with manufacturers and warranty providers, and delivering clear work orders to technicians. The role emphasizes customer service and accurate invoicing.