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After Sales Service and Warranty Manager

Position Available at Atlantic Cruising Yachts’ Corporate Office in Annapolis, MD

The Client After-Sales and Warranty Manager will be responsible for managing all after sales functions including new yacht handover punch lists, warranty, service, and parts. Communicate with Customers, Charter Companies, Manufacturers, Contractors, and company personnel at multiple locations to resolve warranty and service issues and ensure customer satisfaction.

Responsibilities

• Ensure documentation and completion of new yacht handover punch lists. At conclusion of new yacht handover, execute Delivery Handover Certificate with the client, ensuring all punch list items are noted along with responsible party.
• Ensure completion of punch lists by the responsible party.
• Enter and maintain punch list items and update status (open/closed/exception) in CRM project management system.
• Manage incoming warranty, service and parts requests from customers and affiliated charter bases under Waypoints. Warranty * Processes warranty claims on a timely basis for each boat owner and/or Charter Base.
• Prioritize inquiries according to importance and subject.
• Regularly update the Customers on the status of the claims submitted.
• Processes all warranty paperwork to ensure proper and accurate documentation.
• Coordinate and follow up with outside Contractors and distributors as needed.
• Resubmit all rejected claims promptly or receive authorization to write them off.
• Reconcile all warranty receivables with payments through the appropriate accounting schedule.
• Follows up on payment of outstanding claims.
• Manage warranty contributions to maintain client goodwill and minimize company expense.
• Handles and resolves all claim corrections and charge-back.
• File and maintains all service records as required by the warrantor. Processes Part order requests for customers or Charter Bases.
• Quote the customers for correct parts & prices.
• Collect approved quotes.
• Make sure the customers are billed & paid.
• Order parts
• Manage the shipping & delivery of the parts.
• Manage recalls and factory service bulletins.
• Provide assistance to sales team with customer and technical inquiries.
• Some travel required and some weekends required for boat shows, travel.

Days/Hours

Full-time

Qualifications

• 5+ years’ experience in marine/yacht management/boat dealership or comparable environment
• Strong communication skills
• Proficiency in Microsoft Office and CRM software
• Strong organizational skills and attention to detail
• Thrive in a high pace environment

Benefits

Benefits package including health care and 401(k) profit-sharing plan.

If you are interested in this full-time position, send us your resume.

Customer Success Manager

Position Available at Atlantic Cruising Yachts’ Corporate Office in Annapolis, MD

Reporting to the Administrative Director & Technical Director, the Customer Success Manager is responsible for supporting the Customer/Owners as main point of contact during the full lifecycle of a signed contract until product release. This role will be an active participant in meetings, calls, statement issuance and all communications between Customers/Owners and the Company.

Responsibilities

• Function as primary point of contact for owners on updates, scheduling, questions and any other information pertaining to contract/deal.
• Actively connect owner with team to allow owner to review options on build.
• Assist Technical Director with appointment management and creation of future events.
• Recap of initial build meeting including updated documentation, updated quotes and change order for approval.
• Communication with Administrative team for Purchase Order (PO) tracking.
• Actively track and collect Customers/Owners payments.
• Work with Yacht Finance & Insurance Manager to reconcile all payments and outstanding items for timely closure.
• Responsible for communication of updates from manufacturers to owners.
• Set up settlement calls with Customers/Owners once final details such as payment, delivery, insurance, registration, and tax are available in conjunction with Yacht Finance & Insurance Manager.
• Maintain up to date knowledge on cargo/delivery ETAs and communicate all changes to team and owner.
• Participate in departmental and cross functional team meetings.
• Participation in Company events such as Boat Shows.
• All other duties as assigned.

Qualifications

• BA/BS degree in Business Administration, Sales or relevant field preferred.
• Proven experience with delivering services to high dollar accounts or customers preferred.
• Demonstrable ability to communicate, present and build relationships with customers.
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel) required.
• Quickbooks experience required.
• Experience delivering client-focused solutions to customer needs.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation and presentation abilities.
• Strong verbal and written communication skills.
• After hours and weekend availability required.

Benefits

Benefits package including health care and 401(k) profit-sharing plan.

If you are interested in this full-time position, send us your resume.