Service Advisor

Service Advisor

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, following through to make sure the work is completed correctly the first time in a timely manner.

Key tasks include :

• Assisting the 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.
• Using 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.
• Coordinating 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.
• Greeting customers and determining needs, providing clear and precise instructions on the work order for the technician.
• Answering incoming calls in a professional manner, returning all customer calls prior to close of business each day.
• Promoting the sale of additional labor services, parts and accessories in a professional manner for each customer.
• Obtaining Customer signature on every work order, and collecting payment for work prior to releasing customer boat. In the event the repair cost is unknown initially, obtaining customer approval on work order to diagnose issues, and then contacting customer with estimate for repairs as soon as determined, and obtaining approval.
• Scheduling, coordinating and following-up on sublet contractors.
• Inspecting quality of work performed as required, prior to delivery to the customer.
• Communicating with the customer during repairs and coordinating customer pick-up.
• Finalizing and invoicing work orders.
• Providing prompt, detailed and timely flow of all paperwork.
• Other duties as assigned.

Key result areas include :

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