Boat Service Advisor

Kettle Marine•Jackson, WI

34d

About The Position

At Kettle Marine our Service Advisor is often the first point of contact for our customers. You will prepare written estimates for service work and parts and be the liaison between customers, manufacturer and employees. This requires the ability to be friendly, outgoing, have good computer skills and great communication skills over phone, text and email. This is a full-time position Tuesday-Saturday. Experience in recreational boating is huge plus.

Requirements

A high school diploma or equivalent
Possess managerial confidence
Professional appearance and positive attitude to all customers
Communicate intelligently both verbally and in writing
Organizational and computer skills are required for the position
Be team-oriented, self-motivated and process driven
Customer service or sales-related background preferred
Valid Wisconsin driver's license and U.S. citizenship
Able to work an average of 40-50 hours per week.
Able to work day shift including Saturdays.
Able to walk and stand on your feet 8-10 hours, go up and down stairs
Able to lift 50 Lbs.

Nice To Haves

Previous boat knowledge is preferred.
Dockmaster software knowledge is a plus
Ability to operate all equipment sold by the dealership

Responsibilities

Service Writing-involves contacting vendors, customers and employees.
Customer contact for customers.
Service Writing
Initiate work orders and maintain control until closed and invoiced
Prioritizing the service work schedule appropriately with available hours in shop.
Keeping track of job status/progress.
Communicating proactively with customers and employees on work progress
Returning phone calls and emails promptly.
Dispatching tickets to appropriate techs.
Creating and updating work orders with proper documentation.
Performing walk-arounds on boats with customers.
Explaining work to the customers and get approval for this work.
Ensuring the parts are available for the jobs prior to dispatch.
Tracking open work orders on scheduling system
Communication with Sales. 'Pre-deliver' closed work orders over the phone and answer all questions.
Performing work order audits to quality check all lines addressed, pricing accurate, parts and sublets billed, etc.
Pre-sell suggested high-priority maintenance to the customer proactively. Schedule this work in the off-season.
Follow up with customers on future work.
Create loyalty out of conflicts.
Maintain neat and clean service facilities & equipment.
Ability to read work order requests and ensure that boats are efficiently and effectively moved for rigging and pre-owned technician, haul-launch schedules.
Knowledge of OEM and recommended maintenance schedules for all boat engines and products.
Maintains the service library with up-to-date information.
Handle service department filing and records.
Ensure that all service bulletins for engines and boats are written up and repair orders generated.
Performs other related duties as required or assigned
Team building and promote interdepartmental relationships.
Work directly with techs to coordinate all boat and trailer movement.
Attend instructional courses as needed
Explore ways to better serve customers (Internal & External).
Develop ways to communicate with sales team to maintain a "personalized environment" and obtain feedback to monitor their satisfaction.
Attend special events, off-site as needed.