Service Advisor

Fraser Yachts Group; Town of Florida (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Fraser Yachts Group is seeking a Service Advisor to support the Service Manager, team, and customers. You will gather information, coordinate work orders, and ensure timely completion for yacht repairs. You will greet clients, schedule, and communicate clearly with technicians and owners.

Responsibilities include using service tools, obtaining approvals, coordinating sublet contractors, and invoicing. A focus on customer satisfaction and safety is essential in this role.

Qualifications

• Customer service skills and client interaction required.
• Strong communication and organizational abilities.
• Experience coordinating service activities and scheduling.

Responsibilities

• Assist Service Manager in day-to-day operations and scheduling for technicians and yard team.
• Use guidelines to determine time allotted for work and ensure timely completion.
• Note complaint, cause and correction on each work order in the IDS system.
• Coordinate with manufacturers and warranty providers for approvals and payment security.
• Greet customers, determine needs, and provide clear instructions on work orders for technicians.
• Answer calls professionally and return customer calls before end of day.
• Promote additional labor, parts, and accessories professionally.
• Obtain customer signatures and collect payment before releasing boats; obtain approvals as needed.
• Schedule, coordinate, and follow up on sublet contractors.
• Inspect quality of work before delivery to customer.
• Communicate with customers during repairs and coordinate pick-up.
• Finalize and invoice work orders and ensure timely paperwork flow.
• Support MarineMax Safety Program and maintain a hazard-free workplace.
• Other duties as assigned.

Skills

Customer service

Communication

Scheduling

Problem solving

Tools

CRM software

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 and organized service repair orders
• Additional metrics including $0 accounts receivable, number of open work orders, % of warranty reimbursed.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.