Service Manager

MarineMax Brand; Lake Wylie (SC); On-site; USD 70,000 - 100,000; Full time

Job summary

MarineMax Brand in Lake Wylie, SC seeks a Service Manager to lead the service department, coordinate with customers to gather information, and ensure work is completed correctly and on time.

The role requires managing scheduling, training and evaluation of technicians and yard staff, using Service Scheduler and IDS work orders, and driving profitability and safety standards across the team.

Qualifications

• Experience leading a service team.
• Ability to coordinate scheduling and workload.
• Proficiency with service scheduling tools and work orders.

Responsibilities

• Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians and yard team.
• Hire, train, motivate, coach, monitor and evaluate the performance of all service team members.
• Use manufacturer flat rate guides and Standard Service Operations to determine time and ensure timely completion.
• Ensure the IDS work orders accurately reflect problem causes and corrections.
• Coordinate with manufacturers/warranty companies for approvals and ensure proper documentation for payment.
• Greet customers, determine needs, and provide clear work order instructions to the team.
• Promote additional labor services, parts and accessories.
• Estimate repair costs and prepare itemized work orders with parts and labor costs.
• Obtain customer signatures on work orders and collect payment before delivery.

Skills

Team leadership

Scheduling

Customer service

Coaching & training

Work order management

Tools

Service Scheduler

IDS work orders

Job description

OVERVIEW:

The Service Manager is responsible for managing the service department and service team. Responsibilities include working with the customer (either internal or external) to obtain the information required to perform the work on the boat, and following through to make sure the work is completed correctly the first time and in a timely manner.

KEY TASKS:

• Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders.
• Hire, train, motivate, coach, monitor and evaluate the performance of all service team members.
• Use manufacturer flat rate guides and Standard Service Operations (SSO’s) to determine the time allotted for the work, and follow up on timely completion.
• Insure that the Complaint, Cause and Correction of each problem are noted in the IDS work order.
• Coordinate with the manufacturer and/or extended warranty companies to get approval in advance of repairs, if required, and take precautions necessary to guarantee our payment including but not limited to pictures of the work and returning parts replaced.
• Greet customers and determine needs, providing clear and precise instructions on the work order for the service team.
• Promote the sale of additional labor services, parts and accessories in a professional manner for each customer.
• Estimate cost of repairs and prepare itemized work orders listing costs of parts and labor.
• Obtain Customer signature on every work order, and collect payment for work prior to releasing customer boat. In the event the repair cost is unknown initially, obtain customer approval on work order to diagnose issues, and then contact customer with estimate for repairs as soon as determined, and obtain approval.
• Coordinate technical and product knowledge training for service team and provide technical assistance as needed.
• Routinely inspect quality of work performed as required, prior to delivery to the customer.
• Implement safe, effective and efficient work procedures.
• Maintain production reports on all service staff. Verify production compensation earned and report to payroll department.
• Insure continuous financial growth of department, develop and exceed budgets, and manage expenses and department profitability.
• Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members.
• Other duties as assigned

KEY RESULT AREAS:

• Internal/external customer satisfaction/FANS
• Turnaround time and effectiveness of repairs completed
• Service department gross profits
• Timeliness and accuracy of paperwork
• Safety RecordsOngoing training programs for service staff