Description

To create and strengthen relationships with Powersport Plus customers that require service work performed, by creating a professional and customer-centric experience that builds trust, inspires confidence, promotes repeat business, and fosters profitable transactions.

Duties and Responsibilities

• Customer Service 

• Maintains a neat and professional appearance 

• Create and strengthen relationships with customers by creating a customer-centric experience 

• Assist all customers in need, regardless of department (sales, service, or parts)

• Maintain a tidy workspace 

• Inform management of customer service opportunities 

• Enhances organization by accepting ownership for accomplishing new and different requests and exploring opportunities to add value.

Service Writing 

• Ascertains vehicle problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; checking vehicle maintenance records; examining service schedules 

• Adhere to all CFY rules and State regulations regarding repair order processing 

• Develops accurate estimates by costing materials, supplies, and labor; calculating customer's payment. 

• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into Lightspeed. 

• Inform service customers of work status (completed, additional work approvals, etc)

• Increase revenue by performing thorough inspections of incoming units to identify and sell current and future potential work

• Facilitate sublet work orders 

Departmental Management

• Schedule and assign jobs to technicians, and monitor progress to ensure timely completion of work • Coordinate with parts department to acquire parts needed to complete jobs 

• Increase technician efficiency through performance monitoring, coaching, and process improvement 

• Attract and maintain sufficient work for technicians

• Process warranty claims 

• Reinforces company policies and adheres to company standards

• Encourages compliance with applicable laws and regulations. 

• Maintains good working relationship with factory(s). 

• Maintains effective employee relations.

• Praise, reprimand, and reward technicians as appropriate 

• Act as liaison for subordinate technicians

• Increase revenue through proper billing procedures, and upselling opportunities, and overall effective management of processes 

• Reduce or eliminate unprofitable jobs 

• Ensure technicians are employing safe work techniques 

• Require and enforce that subordinate work areas be neat, clean, and orderly 

• Attain and maintain OEM certifications 

• Schedule and monitor technician training as necessary 

• Ensure quality of work is superior to that of our competition 

• Coordinate with other departments to enhance departmental efficiency and profit

Set and monitor monthly profitability goals 

Requirements

· Must be a leader that can “take-charge” while maintaining good relations with customers, peers, and vendors 

· Has strong knowledge of outboard engines 

· Knows and understands general boating products and vehicles 

· Can demonstrate good ability to learn and operate new computer systems 

· Ability to follow established policies and procedures, as defined by management 

· Able to effectively multi-task several job functions at once