Service Advisor

Marinemax; Florida; On-site; USD 45,000 - 65,000; Full time

Job summary

MarineMax is seeking a Service Advisor to support the Service Manager and team in Florida. You will coordinate daily operations, manage work orders, and communicate with customers to ensure accurate, timely repairs for boats.

You will also promote additional labor, parts, and services while handling invoicing and approvals with manufacturers and warranty companies. Excellent communication and organizational skills are essential for success in this role.

Qualifications

• Excellent customer service and communication skills.
• Experience with service scheduling and work orders preferred.
• Ability to coordinate with manufacturers and warranty vendors.
• Willingness to collect payments and obtain approvals.

Responsibilities

• Assist Service Manager in coordinating daily operations and work orders.
• Use service guidelines to estimate time and ensure timely completion.
• Record problem causes and corrective actions in the work order.
• Coordinate with manufacturers and warranty providers for approvals as needed.
• Greet customers, determine needs, and communicate work details to technicians.
• Follow up with customers after repairs and collect payments before delivery.

Skills

Customer service

Scheduling

Work orders

Communication

Sales promotion

Invoicing

Education

High School Diploma

Tools

Service Scheduler

IDS system

Job description

OVERVIEW

The Service Advisor is responsible for providing support to the Service Manager, Service Team, and Customers. Responsibilities include working with the customer (either internal or external) to get the information required to perform the work on the boat, and following through to make sure the work is completed correctly the first time in a timely manner.

KEY RESPONSIBILITIES

• Assist Service Manager in day-to-day operations including scheduling and distribution of work for technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders.
• Use manufacturer flat rate guides and Standard Service Operations (SSO’s) to determine the time allotted for the work, and follow up on timely completion.
• 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, if required, and take precautions necessary to guarantee our payment including but not limited to pictures of the work and returning parts replaced.
• 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. In the event the repair cost is unknown initially, obtain customer approval on work order to diagnose issues, and then contact customer with estimate for repairs as soon as determined, and obtain approval.
• 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.

PHYSICAL REQUIREMENTS

Physical requirements for a Service Advisor can be physically demanding. Key physical demands include:

• Lifting and Carrying: The ability to lift, push, pull, or carry heavy objects, at times more than 50 pounds.
• Physical Stamina: Ability to stand and walk for long periods, sometimes up to several hours a day.
• Climbing and Balance: Ability to climb vertical ladders and navigate stairs, including entering/exiting boats through hatches.
• Sensory Requirements: Good vision and hearing are essential for troubleshooting; this includes the ability to see details up close and distinguish between sounds.
• Weather Conditions: Exposure to extreme weather conditions including heat and cold

KEY RESULT AREAS

• Internal/external customer satisfaction/FANS
• Turnaround time on repair work
• Effective and efficient communication with the customer
• Accurate invoices
• Accurate and organized service repair orders
• Additional metrics including $0 accounts receivable, number of open work orders, % of warranty reimbursed.