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Service Writer- Tommy's Boats

3 months ago

Clermont, United States MKB Holdings Full time

Tommy's Boats Core Values:

- Culture is everything: We are authentic and intentional in the way we work and play. Being stodgy has no place here.
- Stab from the front: We are respectful in the way that we hold one another accountable. No games, no hidden agendas.
- Problem solvers: We value smart people who attack problems head-on and with confidence.
- Resiliency: We thrive on change and growth. We pivot when we need to and re-group quickly.
- Humility reigns: Whether engaging with our teams, customers, or partners, we approach it with the heart of a servant. We are go-givers that believe in creating space for people to grow.

POSITION OVERVIEW

The Service Writer supports the service department and is responsible for preparing work orders, ordering parts, claiming warranties, and providing exceptional customer service to Tommy’s Boats customers. The Service Writer is responsible for ensuring all of Tommy’s Boats customers leave with a desire to return.

ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide Tommy’s Boats customers with a positive service experience and assure customer satisfaction
- Schedule, coordinate, and supervise service orders with technicians, from customer drop off to customer pick up
- Actively communicate with customers, team members, other Tommy’s Boats departments, and vendors in a professional manner
- Keep detailed, accurate records on service work, warranties, internal billings, etc.
- Ensure that work orders and parts invoices are cashiered in an accurate and timely manner
- Track warranty work orders and warranty submissions and ensure they are billed and paid in a timely manner
- Clearly communicate billing, inventory, warranty, or customer service issues to the service manager
- Generate parts orders, receive items, and maintain an accurate inventory system
- Work with sales department and pro shop managers to drive more sales from service departments
- Actively engage with Tommy’s Boats service and pro shop customers
- Responsible for walking through the services performed on customer boats with each customer
- Upsell all service work with the goal of adding additional services to customer’s work orders
- Generate additional service work to drive sales and revenue to the service department
- Attain a high level of knowledge regarding Malibu, Tahoe, Cobalt, and Axis boats and their features
- Stay connected with what is happening in the boat/watersport industry (events, contests, pro rider news) and passionately share this information with customers to generate interest in what we are selling
- Ensure all local, state, and federal laws are followed
- Maintain a safe and clean work environment
- Promote the Tommy’s Boats brand
- Other tasks required by manager

QUALIFICATIONS
- Education/Experience: High school diploma required; Bachelor’s degree preferred
- Computer Skills: Microsoft Office experience required; experience with CounterPoint and QuickBooks preferred
- Administration and Management: Knowledge of business, management and sales principles, customer service, and coordination of people and resources
- Accounting and Analysis: Ability to understand inventory, costs, and sales
- Communication: Ability to interact professionally with colleagues, clients, and company personnel. Communicate information with all individuals clearly and effectively, both orally and in writing, being aware that many of our customers are high net-worth individuals
- Mechanical: Ability to understand the mechanical and electrical systems on watercrafts and communicate issues to employees and customers
- Selling: Ability to promote and sell the service center’s products and services with a full understanding of what each product is and does, to communicate that with customers
- Characteristics: Humility and willingness to learn; grit and determination to succeed; self-motivated with ability to build and maintain relationships, exhibit intelligence, integrity, and an optimistic outlook

WORK ENVIRONMENT & PHYSICAL DEMANDS

The work environment and physical demands listed below are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities.
- Work Environment: The noise level in the work environment is usually quiet to medium loud. Work is done in an office, on a boat, on the dock, or in a retail space.
- Physical Demands: While performing the duties of the job, the employee is regularly required to stand, sit, or crouch for extended periods of time and regularly required to walk. Employee regularly uses hands and fingers to touch, feel, and handle. Employee regularly stoops, kneels, bends at the waist, and reaches. Employee is frequently required to speak and hear. Must be able to lift up to 50 pounds on occasion.

COMPANY BENEFITS

Tommy’s Boats employees are our number one asset, and we strive to provide our employees with a countless number of benefits tha