Internal & Delivery Service Advisor

OVERVIEW:

The Internal & Delivery Service Advisor is responsible for providing support to the Service Manager, Service Team, and Customers. Responsibilities include working with the customer and sales team to get the information required to perform the work on the boat prior to and just following delivery to the Customer. Following through to make sure the work is completed correctly the first time in a timely manner.

POSITION RELATIONSHIPS:

Reports To: Service Manager

KEY TASKS:

• Oversee day-to-day service operations for deliveries and distribution of work for rigging technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders.
• Providing clear and precise instructions on the work order for the technicians.
• Hire, train, motivate, coach, monitor and evaluate the performance of all rigging team members.
• 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.
• 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.
• Implement safe, effective and efficient work procedures.
• Maintain production reports on all rigging service staff.
• Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members
• 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.

KEY RESULT AREAS:

• Internal/external customer satisfaction/FANS
• Turnaround time on repair work
• Effective communication with the customer
• Accurate invoices
• Accurate and organized service repair orders
• Additional metrics including $0 accounts receivable, number of open work orders, % of warranty reimbursed.