Service Advisor

Winnebago Industries Inc•Forest City, IA

49d

About The Position

Primary Objective of Position: Represent Winnebago Industries in a courteous and professional manner to customers and co-workers in all aspects of responsibility ensuring the highest degree of customer satisfaction as well as productivity and profitability for the Factory Service Center. Job Description: 1. Will field calls and e-mails concerning scheduling of repairs 2. Clearly identify and document items to be addressed on work order 3. Update owners on a regular and consistent basis via personal contact, phone and/or e-mail 4. Contact Insurance companies to arrange approval for repairs, providing photos and estimates when needed 5. Obtain estimates for retail repairs from techs or leads upon customer request, communicate approval or refusal back to shop when owner has responded 6. Work with parts to verify status of parts orders and communicate timing to owner 7. Recommend maintenance packages, IE, LOF, sealant etc. when scheduling and meeting with owner 8. Upsell items such as satellite dish, tow packages etc. 9. Show patience when working with owner that wishes to review concerns with quality of their RV, experiences at dealerships or unreasonable expectations, empathy is crucial 10. Create work orders Extensive product knowledge 1. Understanding of the product required to allow the advisor to speak knowingly about the RV when the owner has technical questions. Opportunities for On-the-Job Training in this area. 2. Advisor must know what items can be added to a coach and which cannot. Avoid committing to do a repair or install that is not feasible 3. Provide input to front counter staff regarding the parts and labor rate book 4. Share repetitive design or quality issues with engineering and/or quality when they present themselves in the service center 5. Know what prior approvals are required for warranty repairs, work with vendors to obtain approval. 6. Ability to utilize Excel Ability to manage time and multi-task 1. Preview work orders and stamp line items as they are approved 2. Review ORMU/Salesforce to understand coach/owner history and any commitments made by others. 3. Service Advisor is to be point of contact between tech, parts, insurance, leads and dispatch as well as keeping the owner updated 4. Coordinate schedule with CDI when their paint services are required 5. Go over coach and ticket if owner stops in to just drop coach off and leave, SA drives coach around after checking in 6. Respond to e-mails and messages in a timely manner 7. Issue reimbursement checks when needed 8. Review work order prior to releasing the coach to ensure that it is accurate and complete. Coordinate internal work 1. Provide Sales Department with quotes/estimates for adds and other OCS charges 2. Schedule final repair attempts and other service requested by the legal department Complete move sheet when needed to coordinate delivery of the RV Communicate updates to legal and the owner Verify all terms of Settlement Agreement are honored 3. Work with Bennett Motor Express to coordinate timing of repairs to coaches damaged during delivery, including providing estimates and updates 4. Schedule the prep of coaches for the Marketing department when needed 5. Coordinate repairs for various internal departments needing assistance with Winnebago owned coaches.

Requirements

Must have excellent communication skills in both oral and written format.
Understanding of the product required to allow the advisor to speak knowingly about the RV when the owner has technical questions.
Advisor must know what items can be added to a coach and which cannot. Avoid committing to do a repair or install that is not feasible
Ability to utilize Excel
Ability to manage time and multi-task

Responsibilities

Schedule service appointments at appropriate level to keep shop busy while allowing for accommodation of non-appointment traffic that comes through the area
Coordinate timing of repairs by working with Customers, Insurance companies and our internal personnel
Upsell owners prior to their service visit.
Provide estimates in a timely manner facilitating approval of repairs.
Ensure workorders are properly stamped in a timely fashion which fosters efficiency in the shop
Update owners on a regular basis regarding status of repairs
Staff Call Center and respond to e-mails in a timely manner
Document correspondences in Mainframe/Salesforce to allow others to follow up if needed
Exceed Customer expectations driving a NPS >60
Must have excellent communication skills in both oral and written format.
Will field calls and e-mails concerning scheduling of repairs
Clearly identify and document items to be addressed on work order
Update owners on a regular and consistent basis via personal contact, phone and/or e-mail
Contact Insurance companies to arrange approval for repairs, providing photos and estimates when needed
Obtain estimates for retail repairs from techs or leads upon customer request, communicate approval or refusal back to shop when owner has responded
Work with parts to verify status of parts orders and communicate timing to owner
Recommend maintenance packages, IE, LOF, sealant etc. when scheduling and meeting with owner
Upsell items such as satellite dish, tow packages etc.
Show patience when working with owner that wishes to review concerns with quality of their RV, experiences at dealerships or unreasonable expectations, empathy is crucial
Create work orders
Provide input to front counter staff regarding the parts and labor rate book
Share repetitive design or quality issues with engineering and/or quality when they present themselves in the service center
Know what prior approvals are required for warranty repairs, work with vendors to obtain approval.
Preview work orders and stamp line items as they are approved
Review ORMU/Salesforce to understand coach/owner history and any commitments made by others.
Service Advisor is to be point of contact between tech, parts, insurance, leads and dispatch as well as keeping the owner updated
Coordinate schedule with CDI when their paint services are required
Go over coach and ticket if owner stops in to just drop coach off and leave, SA drives coach around after checking in
Respond to e-mails and messages in a timely manner
Issue reimbursement checks when needed
Review work order prior to releasing the coach to ensure that it is accurate and complete.
Provide Sales Department with quotes/estimates for adds and other OCS charges
Schedule final repair attempts and other service requested by the legal department
Complete move sheet when needed to coordinate delivery of the RV
Communicate updates to legal and the owner
Verify all terms of Settlement Agreement are honored
Work with Bennett Motor Express to coordinate timing of repairs to coaches damaged during delivery, including providing estimates and updates
Schedule the prep of coaches for the Marketing department when needed
Coordinate repairs for various internal departments needing assistance with Winnebago owned coaches.