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:
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Schedule service appointments at appropriate level to keep shop busy while allowing for accommodation of non-appointment traffic that comes through the area
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Coordinate timing of repairs by working with Customers, Insurance companies and our internal personnel
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Upsell owners prior to their service visit.
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Provide estimates in a timely manner facilitating approval of repairs.
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Ensure workorders are properly stamped in a timely fashion which fosters efficiency in the shop
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Update owners on a regular basis regarding status of repairs
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Staff Call Center and respond to e-mails in a timely manner
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Document correspondences in Mainframe/Salesforce to allow others to follow up if needed
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Exceed Customer expectations driving a NPS >60
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Must have excellent communication skills in both oral and written format.
Job Description:
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Will field calls and e-mails concerning scheduling of repairs
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Clearly identify and document items to be addressed on work order
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Update owners on a regular and consistent basis via personal contact, phone and/or e-mail
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Contact Insurance companies to arrange approval for repairs, providing photos and estimates when needed
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Obtain estimates for retail repairs from techs or leads upon customer request, communicate approval or refusal back to shop when owner has responded
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Work with parts to verify status of parts orders and communicate timing to owner
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Recommend maintenance packages, IE, LOF, sealant etc. when scheduling and meeting with owner
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Upsell items such as satellite dish, tow packages etc.
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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
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Create work orders
Extensive product knowledge
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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.
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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
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Provide input to front counter staff regarding the parts and labor rate book
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Share repetitive design or quality issues with engineering and/or quality when they present themselves in the service center
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Know what prior approvals are required for warranty repairs, work with vendors to obtain approval.
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Ability to utilize Excel
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Ability to manage time and multi-task
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Preview work orders and stamp line items as they are approved
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Review ORMU/Salesforce to understand coach/owner history and any commitments made by others.
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Service Advisor is to be point of contact between tech, parts, insurance, leads and dispatch as well as keeping the owner updated
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Coordinate schedule with CDI when their paint services are required
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Go over coach and ticket if owner stops in to just drop coach off and leave, SA drives coach around after checking in
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Respond to e-mails and messages in a timely manner
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Issue reimbursement checks when needed
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Review work order prior to releasing the coach to ensure that it is accurate and complete.
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Coordinate internal work
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Provide Sales Department with quotes/estimates for adds and other OCS charges
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Schedule final repair attempts and other service requested by the legal department
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Complete move sheet when needed to coordinate delivery of the RV
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Communicate updates to legal and the owner
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Verify all terms of Settlement Agreement are honored
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Work with Bennett Motor Express to coordinate timing of repairs to coaches damaged during delivery, including providing estimates and updates
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Schedule the prep of coaches for the Marketing department when needed
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Coordinate repairs for various internal departments needing assistance with Winnebago owned coaches.