Warranty Administrator/Service Advisor

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