Service Administrator

MarineMax•Fort Myers, FL

1d•Onsite

About The Position

The Service Administrator is responsible for providing support to the Service Manager, Service Team, and Customers. This role involves managing work orders, customer billing, warranty claims, and customer communication to ensure smooth day-to-day operations and high customer satisfaction.

Requirements

Proficiency in opening and closing work orders.
Experience in customer billing.
Ability to process sublet invoices and warranty claims.
Familiarity with manufacturer flat rate guides and Standard Service Operations (SSO’s).
Knowledge of documenting Complaint, Cause, and Correction in work orders.
Experience coordinating with manufacturers and warranty companies for repair approvals.
Skill in obtaining customer signatures and collecting payments.
Ability to obtain customer approval for diagnostics and repairs.
Experience scheduling and coordinating sublet contractors.
Strong communication skills for customer updates during repairs.
Proficiency in finalizing and invoicing work orders.
Experience with customer satisfaction (CSI) and FANS follow-up.
Ability to manage timely flow of paperwork.
Potential HR Liaison responsibilities.

Nice To Haves

Experience in the marine industry (implied by 'customer boat').

Responsibilities

Assist Service Manager in day-to-day operations including opening and closing work orders, billing customers, and processing sublet invoices and warranty.
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.
Ensure 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.
Follow up on warranty shortages and claims requiring additional information/parts/pictures.
Greet customers and determine appropriate team member to assist them.
Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day.
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.
Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
Finalize and invoice work orders.
Perform follow-up phone calls and e-mails for CSI and FANS.
Provide prompt, detailed and timely flow of all paperwork.
Other Duties as assigned, which may include HR Liaison responsibilities.