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RV External Service Advisor

4 months ago

El Reno, United States PPL Motor Homes Full time
Personality is KEY Greet

all RV Service department customers promptly and courteously (Welcome to PPL).

Answers incoming service department phone calls, directs calls to appropriate

departments if needed.

Performs administrative duties for the service department, which include

correspondence, faxing, filing, follow-up emails, etc.

Checks in Service / Listing customers.

Coordinate Sublet repairs as needed.

Assists with manufacturer delivery check-ins when needed.

Assists with taking warranty claim pictures when needed.

Listen to each customer and clearly articulate repair needs to technicians.

Write repair orders for both customer pay, warranty, third party vendor, and

internal tickets.

Utilize menu selling for canned services, recommend and review additional

maintenance packages offered by using low pressure - but high integrity

word-tracks.

When authorizations are obtained and work is completed, file for all warranty

payments.

Submits Extended Service Contract Claims via Phone and Vendor Website (NWAN,FWC

Online Portal, Cornerstone United, Assurant Extended Service).

Provide accurate estimates of repair/maintenance costs.

Adherence to dealership policy on customer vehicle storage and operation.

Follow up on each repair and keep customers informed of progress.

Inspect repair quality and ensure that all work is complete.

Reconcile repair orders (E/I/W), verify warranty return parts, coordinate coach

clean up, and prep coach for customer exit walk.

Notify customers when repairs are completed, and the vehicles are ready to

schedule an exit-walk/demo.

Review and explain repairs that are needed as well as associated costs with

customers.

Complete Exit Walks with all customers to review/verify repairs that have been

completed.

Clarifies and attempts to correct reasonable customer dissatisfactions.

Maintain and review dealership CSI Surveys customers will receive from

completed repair orders, review the content and when/how to expect these

surveys to be received by the customer.

Keep the RV Service Manager informed of all problems and potential problems.

KRA -CT Impact

I SERVICE PROCESSES: Effectively facilitate the company service process by

following the established procedures in ways that meet or exceed our Guest and PPL

expectations. 66%

I-1 Understand and follow the established work order process through to its satisfactory and timely completion, including work order structure, flat rate coding, and effective write-ups . 19%

I-2 Accurately transfer PPL's Service Guest needs to the work order by professionally greeting, listening to and communicating with the guest in such a manner that builds their comfort and confidence. 18%

I-3 Effectively keep the Guest informed and updated on the repair status of their unit. 15%

I-4 Obtain all required authorizations (3rd party Vendor, External, Internal) in a timely manner. 10%

I-5 Verify that quality control is done (passed QC) prior to delivery back to the Guest. 4%

II SERVICE SALES: Optimize service profitability to help sustain and strengthen the

dealership. 34%

II-1 Close and finish all repair orders in a timely manner (promise date). 15%

Measuring Index: Collectable Hour Monthly Goals:

Minimum Performance: 221 - 254 HRS

Acceptable Performance: 255 - 289 HRS

Expected Performance: 290 - 349 HRS

Exceptional Performance: 349 and Above

II-2 Accurately document all charges on the repair order. 9%

II-3 Meet or exceed individual service sales goals by selling additional service/maintenance,

parts and accessories. 8%

II-4 Stay current on product information such as recalls, service bulletins and warranty

guidelines. 2%

Requirements

Dealership experience

Preferred.

System Operations (Windows, Excel, DRM, and CRM).

Good Customer Service And Communication Skills.

Valid driver's license and a good driving record.

On time for work and attendance is a must.

Resume must be uploaded, and online assessment completed for immediate

consideration.

Must be authorized to work in the U.S. without sponsorship and be a current

resident.

Must pass pre-employment testing to include background checks, MVR, and drug

screen.

Benefits

Bi-Weekly Pay which

includes your Billable Hour Bonus

Health, Dental and Life Insurance (90 days from start date)

401(k) With Company Match

Paid Vacation

Opportunity for long-term employment and growth (Our average tenure is 15

years)

Friendly work environment with supportive management team