Service Writer / Coordinator
Company: TOP NOTCH MARINE
Location: Palm Bay
Posted on: September 9, 2018
Service Coordinator A Service Coordinator is responsible for providing support to the Service Manager, Service Team, and Customers. Responsibilities include working with the customer (either internal or external) to get the information required to perform the work on the boat, following through to make sure the work is completed correctly the first time and in a timely manner. Taking every opportunity to discover and claim warranty work as well as upsell and add on opportunities. Position Relationships: Reports To: Service Manager or Service Team Leader Key Internal Relationships: Store Manager, Service Team, Parts and Sales Team and Business Manager, Responsibilities of Service Coordinator Includes Enthusiastically embrace the Top Notch Marine Mission and Values. INSURE EVERY CUSTOMER YOU COME IN CONTACT WITH IS SATISFIED WITHOUT FAIL. Assist Service Manager in day-to-day operations including scheduling and distribution of work for technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders. Coordinate parts and accessories needed to supply service operations in a quick and efficient manner. Look-up, add to work order, follow-up with parts items have been ordered, and provide to techs quickly. Insure that the Complaint, Cause and Correction of each problem are noted in the DMS 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. Create, coordinate and file warranty claims in a timely and profitable manner. Secure and organize defective parts should they be recalled by manufacturer. Answer incoming calls in a professional manner, returning 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. Provide prompt, detailed and timely flow of all paperwork. Coordinate technician schooling, lodging and transportation. As a back up to service manager, finalize and invoice customer pay retail work orders. As a back up to service manager, Inspect quality of work performed as required, prior to delivery to the customer. As a back up to service manager, promote the sale of additional labor services, parts and accessories in a professional manner for each customer. As a back up to service manager, greet customers and determine needs, providing clear and precise instructions on the work order for the technician. As a back up to service manager, Use manufacturer flat rate guides and Standard Service Operations (SSOs) to determine the time allotted for the work, and follow up on its timely completion. In certain cases, receive and distribute parts as required. Other Duties as assigned. Key Result Areas for Service Coordinator: Warranty claim quantity and quality Internal/external customer satisfaction Quantity of warranty filed 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. Profitability within set standards and goals. Physical Requirements: Must be able to lift 25 pounds. Must be able to climb stairs and ladders. Must be able to see and read small numbers. Salary commensurate with experience and ability.
Keywords: TOP NOTCH MARINE, Palm Bay , Service Writer / Coordinator, Hospitality & Tourism , Palm Bay, Florida
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