Customer Service Level Two Jobs (NOW HIRING)

OVERVIEW: The Level 2 Service Team Leader is responsible for coordinating the service, rigging, delivery and maintenance of inventory and customer boats. 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, Boatyard, Boatcloud and other tools as required to generate and manage work orders. 
• Utilize tools such as Boatyard, Boatcloud, and Hubspot to effectively manage work and customer communication. 
• Coordinate service operations including scheduling and distribution of work for technicians and yard team, utilizing Service Scheduler, Outlook Calendar, Boatcloud, Boatyard, and other tools as required to generate and manage work orders.
• Create estimates consistent with customer needs. No work is to be performed without written, facsimile, or e-mail authorization.
• Ensures proper check-in of boats upon initial delivery by water or land. Upon vessel check-in, service hang tags with necessary information (customer name, date vessel arrives, work order number and promised completion date) should be placed on all boats in our care, custody, and control. Tags should be easily visible.
• Utilize customer request/complaints to determine need for repairs through water testing, mechanical testing devices, and technicians.
• Work with Service Advisors to ensure manufacturer and/or extended warranty companies have given approval in advance of repairs and take precautions necessary to guarantee our payment including but not limited to pictures of the work and returning parts replaced. 
• Boat will not be released without full payment of existing A/R’s.
• Work will not be commenced on any boat where customer has open A/R’s, without General Manager approval.
• Schedule, coordinate, quality control and follow-up on MarineMax approved sublet contractors before and after work is complete. No work will commence before the sublet receives a purchase order. Purchase orders are to clearly outline the scope of job before sublet starts work.
• Coordinate and oversee the installation of optional equipment and electronics.
• Each advisor is responsible for securing invoice sublet vendor   
• Inspect quality of work performed as required, prior to delivery to the customer. 
• Ensure continuous financial growth of department, develop and exceed budgets, and manage expenses and department profitability.
• Each advisor is expected to effectively manage customer AR. It is expected to not have customer AR over 60 days.   
• If an estimate or scope of work is changed, customer authorization will be needed to proceed.
• All work to be performed on each work order will be explained to tech in a clear and concise manner with Service Advisor being responsible to insure tech’s total understanding.
• Hire, train, motivate, coach, monitor and evaluate the performance of all service team members. 
• Train service/rig technicians to repair/rig boats in accordance with MarineMax standards and best practices.
• Coordinate technical and product knowledge training for service team and provide technical assistance as needed. 
• Implement safe, effective and efficient work procedures. 
• Maintain production reports on all service staff.  Verify production compensation earned and report to payroll department. 
• Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members. 
• Maintain a clean and professional facility and showroom/shop.
• Review and approve timecards and paid time off requests in a timely manner. 
• Complete quarterly performance reviews for assigned team members timely.
• Supervisory responsibilities include: interviewing, hiring, training and developing team members; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Consult with Human Resources to ensure all requirements are met before taking any employment actions.
• Continually “TopGrade” your team, working with Human Resources to manage any necessary changes.
• No unnecessary expenses will be incurred at any level of the job.  All expenditures must receive prior approval from General Manager.
• 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 Records 
• Ongoing training programs for service staff             
• internal/external  
• Technician productivity. 
• Collection of payment for services provided. 
• Positive working relationships with colleagues 
• Positive working relationships with vendors 
• Recruiting, hiring, retaining, training, topgrading direct  reports 

*MarineMax and its subsidiaries uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.