Service Manager

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.


• Ensure 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 Records


• Ongoing training programs for service staff