Customer Service Advisor

Winnebago Industries Inc•Bristol, IN

About The Position

The Dealer Service Advisor role provides primary support to all retail and dealer service customers. While they represent the products through the warranty lifecycle, the objective is to create a brand loyalty unmatched in the industry. The roles provide service direction and warranty authorization to any/all related cases, while documenting the necessary information in the case management system(s). Barletta’s culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a “zero harm” work environment, we actively promote and encourage behaviors that align to our Values: 1) Treat everyone like family, 2) Always do the right thing, and 3) Relentlessly pursue excellence and our Leadership Expectations: 1) Connect with Purpose, 2) Execute with Excellence and 3) Build the future.

Requirements

Technical degree in Marine Tech or equivalent work experience
Strong and consistent attention to detail
Natural mechanical aptitude
Self-motivated with the ability to stay on task
Versatile, flexible, and a willingness to work within constantly changing priorities
Creative and innovative team player
Intermediate computer skills are required
Proficient in Microsoft Office Suite
Strong communication skills, verbal and written
Strong public speaking ability
Strong interpersonal skills
Strong organizational, problem-solving, and analytical skills

Responsibilities

Answer and resolve service questions related to maintenance, operation, service center locations, warranty, and roadside assistance.
Fulfill accurate case documentation, covering the Three C’s of service, all correspondence, labor, payment, and follow-up.
Lead and direct intra-departmental projects, including recalls, campaigns, and service bulletins.
Maintain a personal annual training schedule to stay updated on industry standards and product knowledge.
Take ownership of most service-related cases (warranty, policy, goodwill, service support) from the initial inbound call to resolution and documentation.
Monitor intra-departmental process documentation and contribute suggestions/improvements for continuous enhancement of customer service.
Develop and coordinates processes to grow and develop the service organization, such as peer issue resolutions, case sharing, and decision-making.
Lead on escalated case/product issues, providing direction and advice with diplomacy to achieve mutual resolution.
Lead in the resolution of complex field service and warranty problems, including providing troubleshooting direction.
Process warranty part orders and Return Material Authorizations (RMA’s).
Proactively engage with suppliers to resolve design/performance-related warranty problems, providing service direction and managing payment requirements.
Support the continued improvements to the Labor Time Guide.
Review technical documentation and provide input to engineering, purchasing, production, and suppliers.