RV External Service Advisor
PPL Motorhomes (Person to Person Listing), United States
Job Description
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