Service Advisor

MarineMax•Westbrook, CT

12d

About The Position

The Service Advisor supports the Service Manager, Service Team, and customers by gathering the information needed to perform boat repairs and following through to ensure work is completed correctly the first time and in a timely manner. The role coordinates service operations, customer communication, work orders, approvals, inspections, invoicing, and payment. It also promotes a safe workplace and MarineMax’s Safety Program.

Responsibilities

Assist the Service Manager with day-to-day operations, including scheduling and distributing work to technicians and the yard team, and use the Service Scheduler and other tools to generate and manage work orders.
Use manufacturer flat-rate guides and Standard Service Operations (SSOs) to determine allotted work time and follow up on timely completion.
Record the complaint, cause, and correction for each problem in the IDS work order.
Coordinate repair approvals with manufacturers and extended warranty companies when required, and take steps to ensure payment, including documenting work with pictures and returning replaced parts when applicable.
Greet customers, determine their needs, and provide clear, precise instructions for technicians on work orders.
Answer incoming calls professionally and return all customer calls before close of business each day.
Promote additional labor services, parts, and accessories to customers professionally.
Obtain a customer signature on every work order and collect payment before releasing the customer’s boat.
When repair costs are initially unknown, obtain approval to diagnose the issue, provide a repair estimate as soon as it is determined, and obtain customer approval.
Schedule, coordinate, and follow up with subcontractors.
Inspect work quality as required before delivery to the customer.
Communicate with customers during repairs and coordinate customer pickup.
Finalize and invoice work orders.
Ensure paperwork flows promptly and is detailed and timely.
Promote and fully participate in the MarineMax Safety Program, helping ensure a hazard-free workplace for all team members.
Perform other duties as assigned.