Service Team Leader Level I

OVERVIEW: The Service Team Leader is responsible for coordinating the service, rigging, delivery and maintenance of inventory and customer boats.

KEY RESPONSIBILITIES:

• Ensures proper check-in of boat upon initial delivery by water or land for defects and all the equipment is as ordered upon acceptance of the boat.


• Determine need for repairs through water test, by use of mechanical testing devices, by customer comments or by visual inspection


• Coordinate service operations including scheduling and distribution of work for technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders.


• Use Standard Service Operations (SSO’s) to determine the time allotted for the work, and follow up on timely completion.


• Ensures that all inventory is in top mechanical and cosmetic condition and is ready for sale or sea trial at all times.


• Oversee new and used boats for presentation and delivery to the customer


• Train service/rig techs to repair/rig boats in accordance with MarineMax standards and best practices to insure delighted customers.


• May assist Service Manager with hiring, training, motivating, counseling and monitoring the performance of the service team.


• 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.


• Inspect and/or test boats and equipment to determine the need for and cost of repairs.


• Schedule, coordinate and follow-up on sublet contractors pertaining to deliveries.


• Inspect quality of work performed as required, prior to delivery to the customer. 


• Assist Service Advisors with generating work orders and assist in finalizing when necessary


• Coordinate and oversee the installation of optional equipment and electronics.


• Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members 


• Other duties as assigned.

PHYSICAL REQUIREMENTS:

Physical requirements for a Service Team Leader can be physically demanding. Key physical demands include: 

• Lifting and Carrying: The ability to lift, push, pull, or carry heavy objects, at times more than 50 pounds.


• Physical Stamina: Ability to stand and walk for long periods, sometimes up to several hours a day.


• Climbing and Balance: Ability to climb vertical ladders and navigate stairs, including entering/exiting boats through hatches.


• Sensory Requirements: Good vision and hearing are essential for troubleshooting; this includes the ability to see details up close and distinguish between sounds. 


• Weather Conditions: Exposure to extreme weather conditions including heat and cold

KEY RESULT AREAS:

• Internal/external customer satisfaction/FANS


• Turnaround time on repair work 


• Effective and efficient communication with the customer


• Accurate invoices


• Accurate and organized service repair orders


• Additional metrics including $0 accounts receivable, number of open work orders, % of warranty reimbursed.