Service Manager

Job Description

Major duties and Responsibilities:

Service Department Operations

  • Provide prompt, dependable, high quality marine service to customers.
  • Ensure service department contributes an acceptable level of gross and net profit.
  • Maximize productivity levels of service technicians.
  • Ensure service personnel are alert, well trained and available when needed.
  • Ensure technicians receive jobs based on skill level and current resource utilization.
  • Review work-in progress to ensure quality and timeliness.
  • Occasionally assist technicians when they are having difficulty performing service work.
  • Make estimates for marine repairs.
  • Establish procedures to initiate warranty and internal repair orders.
  • Develop procedures in conjunction with the Parts Manager which ensure a smooth flow of parts to Service Technicians during jobs.
  • Become familiar and efficient with all phases of the computer system required for service and parts management. I.e. Excel, Word, etc.
  • Ensure employees keep a clean, efficient and orderly department
  • Be a working manager as required.

Customer Service

  • Maintain a high degree of customer satisfaction.
  • Greet customers immediately in a friendly and courteous manner.
  • Handle customer complaints reasonably, showing empathy and positive attitude. Demonstrate our commitment to “Make Things Right”.
  • Gain the trust and confidence of new customers when they are introduced to the service department.
  • Give special attention to re-works to ensure the situation is corrected to the customers satisfaction.

Management

  • Maintain service follow-up programs.
  • Grow the volume of service work.
  • Maintain budgeted revenue and expense objectives.
  • Develop promotional campaigns in conjunction with the parts and sales departments.
  • Maintain efficiency reports techs.
  • Provide reports to the General Manager when requested.
  • Develop monthly and annual objectives for the department in collaboration with the General Manager.
  • Attend training sessions to keep current with the service department issues.
  • Ensue techs are sent to school as necessary by working with your suppliers.
  • Be proactive in all aspects of your job.

Other duties – as assigned.

Interested in this position?