OVERVIEW: The Service Administrator is responsible for providing support to the Service Manager, Service Team, and Customers.

KEY TASKS:

• Assist Service Manager in day-to-day operations including opening and closing work orders, billing customers, and processing sublet invoices and warranty.
• 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.
• Ensure 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.
• Follow up on warranty shortages and claims requiring additional information/parts/pictures.
• Greet customers and determine appropriate team member to assist them.
• Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day.
• 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.
• Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
• Finalize and invoice work orders.
• Perform follow-up phone calls and e-mails for CSI and FANS
• Provide prompt, detailed and timely flow of all paperwork.
• Other Duties as assigned, which may include HR Liaison responsibilities

KEY RESULT AREAS:

• Internal/external customer satisfaction/FANS
• Timely and accurate completion of work
• Additional metrics including $0 accounts receivable, number of open work orders, % of warranty reimbursed.

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