JOB DESCRIPTION

Job Title: After Sales Warranty Advisor
Exemption Status: Non-Exempt
Department: After Sales
Hourly or Salary: Salary

SUMMARY
Are you ready to dive into a dynamic role where luxury meets precision? We’re on the lookout for a high-energy, customer-obsessed After Sales Warranty Advisor to be the anchor of our post-purchase experience in the elite marine world. Picture yourself as the calm in the storm—resolving complex issues with finesse, navigating high-stakes conversations with high-end clientele and dealers, and turning challenges into smooth sailing. If you thrive under pressure, excel at technical troubleshooting, and have a passion for delivering white-glove service with a problem-solving mindset, this is your opportunity to make waves in a fast-paced, high-performance environment.

Coordination and Logistics

Coordinate Priority Files: Collaborate with relevant Business Units to enhance support for the Americas dealer network, including follow-up on Net Promoter Score (NPS) surveys.
Facilitate Recall Logistics: Manage local logistics for major recall campaigns in collaboration with internal stakeholders.
Support Field Technicians: Provide logistical coordination for the US Field Technician team to optimize operational efficiency.

Training and Development

Technical Training Coordination: Assist in the development and implementation of technical training programs to support operational excellence.
Training: Transmit skills to dealer partners in service and participate in the development of training courses for technicians in the dealer network.

Communication and Liaison

European Liaison: Maintain effective communication and collaboration with the After-Sales department in Europe to ensure seamless integration of processes.

Administrative and Analytical Tasks

Administrative Oversight: Perform comprehensive administrative tasks to support departmental objectives.
KPI Monitoring and Improvement: Track key performance indicators (KPIs) and recommend actionable plans to enhance customer satisfaction, particularly with underperforming dealers.
Process Warranty Claims: Justify any decision to grant or deny a warranty claim to a dealer or customer.
Customer Relationship Management: Follow up and settle invoices from dealers and suppliers in dispute, offering commercial solutions beyond the scope of the warranty.
Technical Analysis and Resolution: Analyze technical requests to define the origin of defects and propose appropriate solutions. Request coverage from suppliers and manage their intervention if necessary.
Report Anomalies: Report all anomalies to the quality department for prioritization.

Service and Representation

Service Center Development: Manage and expand service center capabilities across the Americas to strengthen customer support infrastructure.

EDUCATION AND EXPERIENCE

Must possess 5+ years of experience in the boating industry.

KNOWLEDGE, SKILLS, AND ABILITIES

Working knowledge of Microsoft Office 365 – Microsoft Excel, Word (Syteline preferred), AS400
Time Management and organizational skills.
Excellent communication skills - ability to effectively communicate with employees & managers.
Strategic thinking and technical knowledge to troubleshoot marine systems.
Ability to analyze, manage priorities, and withstand pressure/stress.
Knowledge of manufacturing processes and repair.
Knowledge of French and/or Spanish is a plus.

WORK ENVIRONMENT

In office with ability to work two days remote after one year of employment at manager's discretion
Majority of time is spent over the phone
Sedentary

Job Type: Full-time

Benefits:

401(k) matching
Dental insurance
Employee discount
Flexible spending account
Health insurance
Life insurance
Paid time off
Travel reimbursement
Vision insurance

Application Question(s):

Are you able to troubleshoot issues with sail, yacht, and day boats?
Are you a military veteran? If so, what branch?

Experience:

Office Customer Service: 5 years (Preferred)
Boating industry: 5 years (Preferred)
After Sales: 3 years (Preferred)

Language:

French or Spanish (Preferred)

Work Location: Hybrid remote in Fort Lauderdale, FL 33316

Groupe Bénéteau

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