Job Description
SERVICE ADVISOR: Boat Marine Dealer
At Kettle Marine our Service Advisor is often the first point of contact for our customers. You will prepare written estimates for service work and parts and be the liaison between customers, manufacturer and employees. This requires the ability to be friendly, outgoing, have good computer skills and great communication skills over phone, text and email. This is a full-time position Tuesday-Saturday.
Experience in recreational boating is huge plus.
KEY RESPONSIBILITY AREAS
- Service Writing-involves contacting vendors, customers and employees.
- Customer contact for customers. Previous boat knowledge is preferred.
MAJOR DUTIES/ RESPONSIBILITIES
Service Writing
- Must have outgoing, friendly personality and superior communication and customer service skills
- Initiate work orders and maintain control until closed and invoiced
- Must be customer service, yet goal-oriented, maintaining a sales-focused approach in an effort to increase service revenue
- Prioritizing the service work schedule appropriately with available hours in shop.
- Keeping track of job status/progress.
- Communicating proactively with customers and employees on work progress
- Returning phone calls and emails promptly.
- Dispatching tickets to appropriate techs.
- Creating and updating work orders with proper documentation.
- Performing walk-arounds on boats with customers.
- Explaining work to the customers and get approval for this work.
- Ensuring the parts are available for the jobs prior to dispatch.
- Tracking open work orders on scheduling system
- Communication with Sales.
- 'Pre-deliver' closed work orders over the phone and answer all questions.
- Performing work order audits to quality check all lines addressed, pricing accurate, parts and sublets billed, etc.
- Pre-sell suggested high-priority maintenance to the customer proactively. Schedule this work in the off-season.
- Follow up with customers on future work.
- Create loyalty out of conflicts.
- Maintain neat and clean service facilities & equipment.
- Ability to read work order requests and ensure that boats are efficiently and effectively moved for rigging and pre-owned technician, haul-launch schedules.
- Knowledge of OEM and recommended maintenance schedules for all boat engines and products.
- Maintains the service library with up-to-date information. Handle service department filing and records.
- Ensure that all service bulletins for engines and boats are written up and repair orders generated.
- Performs other related duties as required or assigned
Personnel Administration
- Team building and promote interdepartmental relationships.
- Work directly with techs to coordinate all boat and trailer movement.
- Attend instructional courses as needed
Sales & Customer Relations
- Superior execution of high product quality, attentive, responsive and attractive service staff and warm, fun atmosphere.
- Explore ways to better serve customers (Internal & External).
- Develop ways to communicate with sales team to maintain a "personalized environment" and obtain feedback to monitor their satisfaction.
- Attend special events, off-site as needed.
Schedule Requirements and Physical Demands
- Able to work an average of 40-50 hours per week.
- Able to work day shift including Saturdays.
- Able to walk and stand on your feet 8-10 hours, go up and down stairs
- Able to lift 50 Lbs.
REQUIREMENTS
- A high school diploma or equivalent
- Possess managerial confidence
- Professional appearance and positive attitude to all customers
- Communicate intelligently both verbally and in writing
- Organizational and computer skills are required for the position
- Be team-oriented, self-motivated and process driven
- Customer service or sales-related background preferred
- Valid Wisconsin driver's license and U.S. citizenship
- Dockmaster software knowledge is a plus
- Ability to operate all equipment sold by the dealership
BENEFITS
- Family-owned dealer with committed, established, experienced staff
- Health, Dental, Vision & Life Insurance, 401(k) with Company Match Available
- Paid Training
- Paid Holidays
- 2 weeks paid vacation upon hire
- Currently offers a Christmas/New Year break
- Great work environment: work hard + have fun
- Newest, coolest products in the boat/marine industry are here
- Outstanding employee discount
ABOUT US: Kettle Marine in Jackson is Wisconsin's fastest growing marine dealership serving the surrounding Milwaukee, WI area. We are an authorized boat dealer for Alumacraft®, Campion®, MirroCraft®, Tahoe Pontoons® & Premier Pontoon® and Angler Qwest® pontoon boats. We're also an outboard motor dealer for Mercury Marine, Yamaha Marine, ShoreLand'r® and other boat trailers. We carry a large selection of new and pre-owned boats, offer boat service and maintenance, summerizing and winterization along with indoor/outdoor storage for our customers.
Job Tags
Holiday work, Full time, Christmas work, New year, Outdoor, Shift work, Day shift, Saturday,