Service Consultant

SERVICE Consultant

Hours: 45 – 50 hours a week

Reports to: Service Manager

The following outline of a job description is to serve as a guide for expected job performance. It is not intended to limit individual initiative. Lakeside Marina reserves the right to add or delete job responsibilities.

FUNCTIONS:

• First line of contact and information link between customer and dealer during service process

• Perform write ups with timely and accurate completion of repairs

• Suggest additional parts and repairs to customer as may be needed

• Oversee parking and storage of customers boats

QUALIFICATIONS:

• Experience in marine business

• Knowledge of boat terminology

• Basic technical knowledge in marine product

• Excellent communication skills

• Basic computer operating skills

• Ability to operate boats, motors, and tow vehicles

RESPONSIBILITIES:

• Greet service customers in timely manner with courtesy and willingness to help

• Identify customers needs and or problems and accurately record them

• Inspect unit and make any necessary notes as to condition prior to repairs

• Fill out the Service Write Up Sheet according to dealers instruction manual

• Secure dollar amount for repairs and have customer sign for approval

• Refer potential sales customers to Sales Department

• Recognize probable warranty repairs and assist in receiving authorizations

• Coordinate all parking, movement, and storage of boats while on the dealership’s premises

• Assist Service Manager with scheduling of all service work

• Assist Service Manager in maintaining schedule log of work orders

• Contact customers as needed during repairs to keep them informed of status and to secure authorization for additional repairs as needed

• Assist in acquiring any required parts for work orders, making sure that everything is properly listed on active work order

• Assist with inspection of finished repair and work orders

• Assist customers during the service pick up process by explaining work order, explaining all service work performed, moving unit into area for pick up, inspecting unit with customer, escorting customer to cashier, and assisting with hook up

• Assume the duties of the Service Manager in his absence

BEHAVIOR TRAITS:

• Dependable and Prompt

• Good health and mobility

• Good grooming habits, must appear neat and clean

• Pleasant demeanor

• Thick skinned and patient, must be able to deal with irritated customers

• Self confident

• Ability to organize and lead a team of technicians

• Must be detail oriented

• Must possess legible handwriting with adequate vocabulary and spelling

• Must be self motivated and able to keep busy in between customers

PROFESSIONAL DEVELOPMENT:

• Attend training for service personnel as available

• Attend technical training and work toward becoming a certified technician for various product

ACCOUNTABILITY:

• Maintain a CSI score of 95% or more on questions regarding service process

• Do your part to help service techs maintain a high efficiency

• Maintain 5% or less comebacks due to inaccurate service write up forms

• Eliminate customer complaints related to poor communication

• Eliminate customer complaints related to the condition of unit during time of pick up