Service Advisor

MarineMax   Charleston, SC   Full-time     Other
Posted on January 3, 2022
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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.

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.
• Other Duties as assigned.