Service Advisor

Primary Objective of Position: Represent Winnebago Industries in a courteous and professional manner to customers and co-workers in all aspects of responsibility ensuring the highest degree of customer satisfaction as well as productivity and profitability for the Factory Service Center.

Major Areas of Accountability:

• Schedule service appointments at appropriate level to keep shop busy while allowing for accommodation of non-appointment traffic that comes through the area
• Coordinate timing of repairs by working with Customers, Insurance companies and our internal personnel
• Upsell owners prior to their service visit.
• Provide estimates in a timely manner facilitating approval of repairs.
• Ensure workorders are properly stamped in a timely fashion which fosters efficiency in the shop
• Update owners on a regular basis regarding status of repairs
• Staff Call Center and respond to e-mails in a timely manner
• Document correspondences in Mainframe/Salesforce to allow others to follow up if needed
• Exceed Customer expectations driving a NPS >60
• Must have excellent communication skills in both oral and written format.

Job Description:

• Will field calls and e-mails concerning scheduling of repairs
• Clearly identify and document items to be addressed on work order
• Update owners on a regular and consistent basis via personal contact, phone and/or e-mail
• Contact Insurance companies to arrange approval for repairs, providing photos and estimates when needed
• Obtain estimates for retail repairs from techs or leads upon customer request, communicate approval or refusal back to shop when owner has responded
• Work with parts to verify status of parts orders and communicate timing to owner
• Recommend maintenance packages, IE, LOF, sealant etc. when scheduling and meeting with owner
• Upsell items such as satellite dish, tow packages etc.
• Show patience when working with owner that wishes to review concerns with quality of their RV, experiences at dealerships or unreasonable expectations, empathy is crucial
• Create work orders

Extensive product knowledge

• Understanding of the product required to allow the advisor to speak knowingly about the RV when the owner has technical questions. Opportunities for On-the-Job Training in this area.
• Advisor must know what items can be added to a coach and which cannot. Avoid committing to do a repair or install that is not feasible
• Provide input to front counter staff regarding the parts and labor rate book
• Share repetitive design or quality issues with engineering and/or quality when they present themselves in the service center
• Know what prior approvals are required for warranty repairs, work with vendors to obtain approval.
• Ability to utilize Excel
• Ability to manage time and multi-task

• Preview work orders and stamp line items as they are approved
• Review ORMU/Salesforce to understand coach/owner history and any commitments made by others.
• Service Advisor is to be point of contact between tech, parts, insurance, leads and dispatch as well as keeping the owner updated
• Coordinate schedule with CDI when their paint services are required
• Go over coach and ticket if owner stops in to just drop coach off and leave, SA drives coach around after checking in
• Respond to e-mails and messages in a timely manner
• Issue reimbursement checks when needed
• Review work order prior to releasing the coach to ensure that it is accurate and complete.
• Coordinate internal work

• Provide Sales Department with quotes/estimates for adds and other OCS charges
• Schedule final repair attempts and other service requested by the legal department

• Complete move sheet when needed to coordinate delivery of the RV
• Communicate updates to legal and the owner
• Verify all terms of Settlement Agreement are honored

• Work with Bennett Motor Express to coordinate timing of repairs to coaches damaged during delivery, including providing estimates and updates
• Schedule the prep of coaches for the Marketing department when needed
• Coordinate repairs for various internal departments needing assistance with Winnebago owned coaches.