Service Advisor

Location: Quincy, MA 02169

Pay: $80,000–$100,000/year

Schedule: 1st Shift | 8-hours | Start time between 6:00 AM–7:00 AM

Position Overview

We are seeking a Service Advisor to support the Service Manager, Service Team, technicians, and customers. This role is responsible for coordinating service operations, communicating with customers, managing work orders, and ensuring repairs are completed accurately and efficiently.

The ideal candidate will have a strong sales and customer service background. Entry-level candidates may be considered, though approximately 5 years of relevant experience is preferred.

Key Responsibilities

• Assist the Service Manager with daily operations, including scheduling and distributing work to technicians and yard team members.
• Generate and manage work orders using the Service Scheduler and other service tools.
• Use manufacturer flat-rate guides and Standard Service Operations (SSOs) to determine allotted repair time and monitor timely completion.
• Ensure the Complaint, Cause, and Correction for each issue are accurately documented on work orders.
• Communicate with manufacturers and extended warranty companies to obtain repair approvals when required.
• Greet customers, understand their needs, and provide clear instructions for technicians.
• Answer incoming calls professionally and follow up with customers in a timely manner.
• Promote additional labor services, parts, and accessories when appropriate.
• Obtain customer approval and signatures on work orders and collect payment before releasing completed boats.
• Schedule and coordinate subcontracted work and follow up on completion.
• Inspect completed work as needed to ensure quality before customer delivery.
• Maintain consistent communication with customers throughout the repair process and coordinate customer pickup.
• Finalize and invoice work orders while maintaining accurate and organized paperwork.
• Perform other duties as assigned.

What We're Looking For

• Strong customer service and communication skills.
• Previous sales and/or customer service experience.
• Ability to organize and prioritize multiple service requests and work orders.
• Strong attention to detail and follow-through.
• Ability to communicate effectively with customers, technicians, manufacturers, and service partners.
• Entry-level candidates are welcome; approximately 5 years of relevant experience is preferred.

Key Performance Areas

• Customer satisfaction and service experience
• Timely completion of repair work
• Effective customer communication
• Accurate invoicing and work orders
• Organized service documentation
• Warranty reimbursement and account accuracy
• Managing open work orders and overall service turnaround