Service Manager

V20 Recruiting & Consulting; Eau Claire (WI); On-site; USD 90,000 - 100,000; Full time

Job summary

Zacho Sports Center in Wisconsin is seeking an experienced and hands-on Service Manager to lead its marine service operations. The role oversees two buildings and a team of technicians, riggers, service advisors, a detailer, and a porter, driving quality maintenance and customer satisfaction.

Responsibilities include developing the service team, improving efficiency, and contributing to profitability, with a structured transition from a retiring manager who will provide training and support.

Qualifications

• Proven service management experience in marine/powersports dealership environments.
• Mercury Marine service experience is required.
• Strong leadership and team-development capabilities.
• Excellent customer service and communication skills.

Responsibilities

• Manage daily service department operations across two buildings to ensure efficient service delivery.
• Lead, train, and develop technicians, riggers, service advisors, and support staff.
• Foster a culture of teamwork, accountability, technical excellence, and customer focus.
• Coordinate service appointments, repairs, and rigging work to meet timelines.
• Monitor productivity, labor usage, and department profitability.
• Maintain strong customer relationships and timely communication on escalations.
• Collaborate with parts to ensure timely availability of materials and tools.
• Develop and manage the service department budget and KPI reporting.
• Implement structured processes for diagnostics, repairs, and work orders.

Skills

Service management

Leadership

Customer service

Budget management

Tools

Lightspeed DMS

Job description

Is one of western Wisconsin’s largest and longest-established marine and powersports dealership. Founded in 1995 and guided by the principle “Brand names you trust...from people who care,” the dealership operates more than 60,000 square feet of facilities across a 14-acre campus. They represent many of the industry’s leading marine and powersports brands, including Mercury Marine, Yamaha, MasterCraft, Lund, and Bennington. The dealership is recognized for its outstanding customer experience, with Mercury Marine Customer Satisfaction Index scores placing it among the top-performing marine dealerships in the United States.

The Opportunity:

We are seeking an experienced and hands-on Service Manager to lead its marine service operations. The Service Manager will oversee the daily performance of a well-established service department operating across two buildings and supported by technicians, riggers, service advisors, a detailer, and a porter. This individual will be responsible for delivering high-quality maintenance and repair services, developing the service team, improving departmental efficiency, maintaining strong customer satisfaction, and contributing to the dealership’s overall profitability and continued growth. This position represents a planned transition from a highly experienced Service Manager who has served the dealership for 30+ years. The retiring manager will remain available during the transition to provide training, operational knowledge, and support to the successful candidate.

• Performance-based compensation providing total annual earning potential of approximately $90,000–$100,000
• Additional compensation based on billed labor and achievement of departmental budget objectives
• Structured transition and training support from the dealership’s retiring Service Manager
• Continuous professional development through manufacturer training and certifications
• Potential for continued career advancement within the dealership, including future executive leadership opportunities

Duties and Responsibilities:

• Manage the daily operations of the service department across two dealership buildings, ensuring efficient, organized, and effective service delivery
• Lead, train, manage, and develop a service team that includes technicians, riggers, service advisors, a detailer, and a porter
• Foster a departmental culture focused on teamwork, accountability, technical excellence, customer service, and continuous improvement
• Oversee the scheduling and coordination of service appointments, repair orders, rigging work, maintenance, and other service activities
• Ensure work is assigned appropriately and completed accurately, efficiently, and within promised delivery timelines
• Monitor technician and rigger productivity, efficiency, billed labor, work quality, and departmental capacity
• Maintain high levels of customer satisfaction by ensuring quality service and promptly resolving customer questions, concerns, and escalated service issues
• Develop and maintain strong customer relationships while reinforcing Zacho Sports Center’s commitment to providing an exceptional ownership experience
• Collaborate closely with the parts department to ensure the timely availability of parts, accessories, supplies, and materials required for service and rigging work
• Implement, document, and monitor effective processes for diagnostics, repairs, maintenance, rigging, work-order management, quality control, and vehicle or boat delivery
• Develop and manage the service department budget, including labor expenses, parts usage, supplies, equipment, and other departmental costs
• Track departmental financial and operational performance, including revenue, gross profit, billed labor, productivity, efficiency, budget achievement, and customer satisfaction
• Identify and implement strategies to increase service department revenue, profitability, labor utilization, and operational efficiency
• Support the management and continued growth of the dealership’s storage business, which currently accommodates approximately 300 units through indoor and outdoor storage
• Ensure service operations comply with dealership policies, manufacturer requirements, safety procedures, environmental standards, and applicable regulations
• Maintain accurate repair orders, service records, warranty documentation, customer communications, and departmental reporting through the dealership management system
• Remain current on marine industry trends, emerging technologies, manufacturer requirements, diagnostic systems, and service-management best practices

Qualifications:

• Proven service management experience within a marine, powersports, recreational vehicle, automotive, or related dealership environment
• Mercury Marine service experience and technical knowledge are required
• Yamaha service experience is strongly preferred
• Experience servicing or supporting MasterCraft, Lund, Bennington, or comparable marine brands is highly desirable
• Strong technical knowledge of marine engines, propulsion systems, electrical systems, diagnostics, rigging, maintenance, and repair operations
• Demonstrated leadership, employee-development, and team-management capabilities
• Excellent customer service, communication, conflict-resolution, and relationship-management skills
• Experience developing and implementing effective service department processes, procedures, and operational strategies
• Ability to manage departmental budgets and understand service revenue, gross profit, billed labor, labor efficiency, productivity, and other key performance indicators
• Experience working collaboratively with a dealership parts department is required; direct parts department experience is a plus
• Proficiency with dealership and service management software; experience with Lightspeed DMS is preferred
• Strong organizational, scheduling, problem-solving, and decision-making skills
• Ability and willingness to work six days per week during the peak season and five days per week during the off-season