Service Advisor/Warranty Administrator

MarineMax•Nisswa, MN

About The Position

OVERVIEW: 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. The Warranty Administrator is responsible for completing all functions involved with the compilation and submission of dealer claims for reimbursement of warranty parts and labor for the assigned service facilities. 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. Submit pre-authorizations to insure the maximum reimbursement for worked performed and for the highest possible approval ratio. Review pre-authorizations to insure expiration does not occur prior to claim submission. Appeal valid pre-authorization that were denied by the manufacturer. Reconcile work orders with pre-authorizations and make adjustments as needed to facilitate claim submission. Review claims for labor or material adjustments with service manager/service writer so that the customer and the appropriate MarineMax departments are aware of their financial obligation. Insure all parts requested by the manufacturer are returned within the timeframe specified by the manufacturer. Responsible for Collection of Warranty Credits. Negotiate and or appeal for adverse adjustments to claims implemented by manufacturers. Submit accurate and approved claims within the Manufacturer’s specified time limits. Insure timely answers from manufacturers through follow up of dealer’s claim. Insure recall notifications are initiated properly, work documented, and all work is completed. Research sublet orders and any other backup information necessary to file appropriate warranty claims. Train service writers and parts personnel in the proper procedure for warranty repairs, parts ordering, and pre-authorization submission. Work closely with the accounting department on warranty receivables to ensure prompt collection of credits due and the proper handling of credits. Reconcile manufacturer’s credits with both the pre-authorization and the actual cost of work performed. Prepare reports showing dollar volume of claims paid, claims requested, elapsed time for claim resolution, and outstanding claims. Continuously improve the timely and efficient collection of factory credits. Hire, train, motivate and monitor performance of warranty staff. All other duties as assigned

Responsibilities

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.
Submit pre-authorizations to insure the maximum reimbursement for worked performed and for the highest possible approval ratio.
Review pre-authorizations to insure expiration does not occur prior to claim submission.
Appeal valid pre-authorization that were denied by the manufacturer.
Reconcile work orders with pre-authorizations and make adjustments as needed to facilitate claim submission.
Review claims for labor or material adjustments with service manager/service writer so that the customer and the appropriate MarineMax departments are aware of their financial obligation.
Insure all parts requested by the manufacturer are returned within the timeframe specified by the manufacturer.
Responsible for Collection of Warranty Credits.
Negotiate and or appeal for adverse adjustments to claims implemented by manufacturers.
Submit accurate and approved claims within the Manufacturer’s specified time limits.
Insure timely answers from manufacturers through follow up of dealer’s claim.
Insure recall notifications are initiated properly, work documented, and all work is completed.
Research sublet orders and any other backup information necessary to file appropriate warranty claims.
Train service writers and parts personnel in the proper procedure for warranty repairs, parts ordering, and pre-authorization submission.
Work closely with the accounting department on warranty receivables to ensure prompt collection of credits due and the proper handling of credits.
Reconcile manufacturer’s credits with both the pre-authorization and the actual cost of work performed.
Prepare reports showing dollar volume of claims paid, claims requested, elapsed time for claim resolution, and outstanding claims.
Continuously improve the timely and efficient collection of factory credits.
Hire, train, motivate and monitor performance of warranty staff.
All other duties as assigned