Service Advisor

About the role

The Service Advisor provides support to the Service Manager, Service Team, and customers by gathering the information required to perform work on boats and ensuring the work is completed correctly and on time.

Responsibilities

• Assist the Service Manager in day-to-day operations, including scheduling and distributing work for technicians and yard team using the Service Scheduler and other tools to generate and manage work orders.
• Use manufacturer flat rate guides and Standard Service Operations (SSOs) to determine time allotted for work and follow up on timely completion.
• Ensure the Complaint, Cause, and Correction of each problem are noted in the IDS work order.
• Coordinate with manufacturers and/or extended warranty companies to obtain approval for repairs in advance, ensuring payment through documentation such as photos and returned parts.
• Greet customers, determine their needs, and provide clear instructions on work orders for technicians.
• Answer incoming calls professionally and return all customer calls by the close of business each day.
• Promote the sale of additional labor services, parts, and accessories in a professional manner.
• Obtain customer signatures on every work order and collect payment prior to releasing the boat.
• For unknown repair costs, obtain initial customer approval to diagnose issues, then contact the customer with an estimate and obtain approval before proceeding.
• Schedule, coordinate, and follow up on sublet contractors.
• Inspect the quality of work performed prior to customer delivery.
• Communicate with customers during repairs and coordinate pick-up.
• Finalize and invoice work orders, ensuring prompt and detailed paperwork flow.
• Promote and participate in the MarineMax Safety Program to maintain a safe workplace.
• Perform other duties as assigned.

Physical Requirements

• Lifting and Carrying: Ability to lift, push, pull, or carry objects, occasionally exceeding 50 pounds.
• Physical Stamina: Ability to stand and walk for extended periods, up to several hours a day.
• Climbing and Balance: Ability to climb vertical ladders, navigate stairs, and enter/exit boats through hatches.
• Sensory Requirements: Good vision and hearing for troubleshooting, including close-up detail and sound differentiation.
• Weather Conditions: Exposure to extreme heat and cold.

Key Result Areas

• Internal and external customer satisfaction (FANS).
• Turnaround time on repair work.
• Effective and efficient communication with customers.
• Accurate invoices and organized service repair orders.
• Additional metrics: $0 accounts receivable, number of open work orders, and percentage of warranty reimbursed.