Service Manager

Boaters World Marine Centers is seeking an experienced Marine Dealership Service Manager. The ideal Service Manager will have a minimum of 3 years marine dealership management experience, technical knowledge, ability to multitask in a fast-paced environment, be very well-organized, able to read and analyze profit and loss statements, and strive for profitability in all aspects of service, parts, and warranty.

Minimum 7 years experience as a certified Marine Technician preferred - Yamaha, Mercury, Suzuki.

Duties and Responsibilities

Customer Service

• Maintains a neat and professional appearance
• Create and strengthen relationships with customers by creating a customer-centric experience
• Assist all customers in need, regardless of department (sales, service, or parts)
• Maintain a tidy workspace
• Inform management of customer service opportunities
• Enhances organization by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value.

• Ascertains marine vehicle problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; checking maintenance records; examining service schedules
• Adhere to all company rules and State regulations regarding repair order processing
• Develops accurate estimates by costing materials, supplies, and labor; calculating customer's payment.
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into Lightspeed.
• Inform service customers of work status (completed, additional work approvals, etc)
• Increase revenue by performing thorough inspections of incoming units to identify and sell current and future potential work
• Facilitate sublet work orders

• Schedule and assign jobs to technicians, and monitor progress to ensure timely completion of work
• Coordinate with parts department to acquire parts needed to complete jobs
• Increase technician productivity and efficiency through performance monitoring, coaching, and process improvement
• Attract and maintain sufficient work for technicians
• Process warranty claims
• Reinforces company policies and adheres to company standards.
• Encourages compliance with applicable laws and regulations.
• Maintains good working relationship with factory(s).
• Maintains effective employee relations.
• Praise, reprimand, and reward technicians as appropriate
• Act as liaison for subordinate technicians
• Increase revenue through proper billing procedures, and upselling opportunities, and overall effective management of processes
• Reduce or eliminate unprofitable jobs
• Ensure technicians are employing safe work techniques
• Require and enforce that subordinate work areas be neat, clean, and orderly
• Schedule and monitor technician training as necessary
• Ensure quality of work is superior to that of our competition
• Coordinate with other departments to enhance departmental efficiency and profitability
• Set and monitor monthly profitability goals

• The position is Monday through Saturday, with one day off during the week and Sunday.
• Please note the job description does not detail all the duties or contain a comprehensive listing of activities, or responsibilities required of the employee for this position. Further, duties, responsibilities, and activities may change at any time with or without notice.

• Recent Marine, Powersport, or Automobile Dealership experience required
• 3-5 years of Service Management experience required
• Must be a leader that can "take-charge" while maintaining good relations with customers, peers, and vendors
• Has strong knowledge of outboard engines
• Knows and understands general boating products and vehicles
• Can demonstrate good ability to learn and operate new computer systems
• Ability to follow established policies and procedures, as defined by management
• Able to effectively multi-task several job functions at once