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
