Factory Service Advisor

Summary

The Factory Service Advisor role is the primary point of contact for our customers, guiding them through the service process from initial contact to final delivery. This involves understanding their needs, scheduling repairs, ordering parts, communicating updates, and ensuring customer satisfaction. You will play a crucial role in delivering a seamless and positive service experience that aligns with the Barletta brand's reputation for excellence.

Barletta’s culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a “zero harm” work environment, we actively promote and encourage behaviors that align to our Values: 1) Treat everyone like family, 2) Always do the right thing, and 3) Relentlessly pursue excellence and our Leadership Expectations: 1) Connect with Purpose, 2) Execute with Excellence and 3) Build the future.

Job Responsibilities

• Customer Communication: Serve as the main point of contact for customers, providing exceptional customer service via phone, email, and in person. Actively listen to customer concerns, diagnose problems, and clearly explain repair options and associated costs. Provide regular updates on repair progress and manage customer expectations throughout the service process. Handle customer inquiries and resolve any issues promptly and professionally, reflecting Barletta's commitment to an exceptional customer experience.
• Service Scheduling: Efficiently schedule service appointments, considering technician availability, parts availability, and customer timelines. Maintain an organized service calendar and prioritize jobs based on urgency and complexity. Coordinate with the service manager and technicians to ensure smooth workflow and efficient turnaround times, minimizing customer downtime.
• Parts Research and Ordering: Accurately identify and research necessary parts using online resources, catalogs, and vendor relationships. Obtain competitive quotes and place orders promptly, tracking shipments and ensuring timely delivery. Manage parts inventory and maintain accurate records of parts ordered and received.
• Pre and Post Delivery Inspections: Conduct thorough pre-delivery inspections to document existing boat condition and identify any pre-existing issues. Perform post-delivery inspections to ensure all repairs have been completed to the customer's satisfaction and in accordance with Barletta's quality standards. Document all inspection findings and communicate them clearly to the customer.
• Repair Order Management: Create detailed and accurate repair orders, including customer information, boat details, description of the problem, parts required, labor estimates, and any special instructions. Maintain accurate records of all service transactions, including work performed, parts used, and costs incurred.
• Estimating and Invoicing: Prepare accurate and detailed repair estimates for customers, explaining the scope of work and associated costs. Generate invoices upon completion of repairs and ensure timely payment collection.
• Collaboration: Work closely with service technicians, the service manager, and other team members to ensure efficient workflow and high-quality repairs. Communicate effectively with all stakeholders to ensure seamless service delivery.
• Continuous Improvement: Stay up-to-date on marine industry trends, new technologies, and best practices in service writing. Identify opportunities for process improvement and contribute to a positive and productive work environment.
  
  

Qualifications

• Proven experience as a Marine Service Advisor or in a similar customer service role within the marine industry is highly preferred.
• Strong knowledge of boat systems, repair procedures, and marine parts is essential.
• Excellent communication, interpersonal, and customer service skills.
• Ability to multitask, prioritize, and manage multiple projects simultaneously.
• Strong organizational skills and attention to detail.
• Proficiency with computer software and marine industry-specific software (e.g., dealer management systems).
• Ability to work independently and as part of a team.
• A passion for boating and the marine industry is a plus. Experience with pontoon boats, especially Barletta boats, would be advantageous.
  
  

Compensation And Benefits

• Compensation is based on past job history, knowledge and experience.
• Medical/Rx
• HSA/FSA
• Dental & Vision
• Short and Long-Term Disability
• Company Paid Life Insurance and AD&D
• Voluntary Life, Accident, Critical Illness, Hospital, Legal, Identity Theft
• 401k with match
• Employee Stock Purchase Program
• Tuition Reimbursement