Service Advisor

MarineMax, Inc.; Westbrook (CT); Presencial; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Fraser Yachts Group in Westbrook, CT seeks a Service Advisor to support the Service Manager and team, coordinating work orders with technicians and yard staff to ensure timely completion. You will communicate with internal and external customers to gather information and provide clear instructions on work orders.

The role involves following manufacturer guidelines, promoting efficiency, and ensuring all paperwork is accurate. Physical readiness for a dynamic marine work environment is required.

Formación

• Experience supporting service managers and customers in a marine/boating environment.
• Ability to read and interpret service orders and manufacturer guidelines.

Responsabilidades

• 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 to determine time estimates and ensure timely completion.
• Obtain customer signatures and coordinate approvals for diagnostics and repairs.
• Schedule, coordinate and follow-up on sublet contractors and ensure quality before delivery to customer.

Conocimientos

Customer service

Scheduling coordination

Communication

Problem solving

Educación

Marine service experience (preferred)

Herramientas

Service Scheduler

Descripción del empleo

Westbrook
627 Boston Post Rd
Westbrook, CT 06498, USA

Westbrook
627 Boston Post Rd
Westbrook, CT 06498, USA

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 close up 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.