Service Advisor
Company: MarineMax
Location: Lake Hopatcong
Posted on: May 15, 2022
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Job Description:
Job Category: ServiceReq Number: SERVI003407Schedule:
Full-TimeLocation: Lake Hopatcong, NJ, USAOVERVIEW: 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: 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.
Other Duties as assigned. KEY RESULT AREAS: Internal/external
customer satisfaction/FANS Turnaround time on repair work Effective
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. PM17PI177600595
Keywords: MarineMax, Paterson , Service Advisor, Other , Lake Hopatcong, New Jersey
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