Title: Service Manager
Pay Type: Hourly, DOE
Work Location: In Person
Company Overview
Tom-n-Jerry’s Boat Center is a premier boat dealership dedicated to providing top-notch sales and service for all your boating needs. Our commitment to customer satisfaction and quality service sets us apart in the marine industry.
Must have service and/or service management experience in the marine industry!
Job Description:
The Service Manager oversees the service process and supervises the personnel who service customers’ boats and motors in the service department. He/she must promote high customer satisfaction standards and strive to achieve dealership objectives while working to ensure the service department consistently contributes to dealership profitability. He/she is also responsible for ensuring accurate billing and collecting on work.
Job Duties/Responsibilities:
Customer Satisfaction – Ensure consistently high level of customer service by fostering and modeling a positive customer service culture. Proactively communicate with customers regularly about service-related issues, minimizing the need for customers to call for status reports. Establish and maintain customer records and follow up systems. Resolve customer complaints and build a loyal clientele for the dealership. Responsible for continuous improvement in CSI scores.
Departmental Relations – Establish and maintain effective relationships with other departments. Prepare for and participate in meetings as needed. Ensure that department pricing is competitive. Work with the Parts Manager to ensure prompt and correct ordering of parts as needed. Communicate with the General Manager on the new boat rigging schedule and any other matters requiring attention. Communicate with the General Manager regularly on pending service issues that may surface.
Personnel – Establish and maintain practices designed to train, develop and motivate department employees. Meet daily with service technicians and rigging technicians to monitor progress, answer questions and provide guidance as needed. Utilize job descriptions, including performance requirements, to communicate expectations and monitor employee effectiveness. Provide constructive feedback to service staff as needed. Maintain technical bulletins and special tools to increase technician efficiency, performance and work quality. Interview prospective department employees and assess their abilities to contribute to our team.
Administrative – Maintain Comeback Log for tracking purposes, ensuring reassignment to the original technician. Identify warranty issues and ensure proper documentation, prompt claim reporting and recovery of dealership expenses. Establish customer appointment and work schedule systems. Be prepared to meet new boat buyers and introduce them to our service/maintenance process.
Expense Control – Manage department expenses effectively, keeping in mind that expenses offset profit.
Housekeeping/Safety – Initiate housekeeping, safety and security procedures that result in a safe and attractive working environment. Maintain attractive shop and service reception areas that minimize clutter and will create a positive reaction from customers. Conduct monthly safety meetings to discuss requirements and any issues that require correction.
Equipment – Maintain dealership equipment including trucks and golf carts, in effective and safe working condition. Establish maintenance schedules and request management authorization on needed repairs.
Sales – Work closely with Parts Manager to effectively maintain a professional sales environment and assist in developing periodic specials to encourage sales. Develop service incentives during slow periods to increase service workload and cash flow. Ensure all work orders are promptly paid in full upon completion, regardless of when the boat is picked up.
Training – To achieve continuous improvement in all aspects of the position, the Service Manager must complete all training as required, not only in the areas of technical expertise, but also in customer service, management, organization, efficiency and any other areas selected by management.
Professional Appearance – As a “front of the house” employee, proper company attire is required at all times to project a neat overall appearance. Beard, hair and nails should be neatly trimmed. Company jackets, with logo, should be worn in cold weather as needed. The Service Manager is a “face” of the dealership for customers. Hoodies and sweatshirts of any kind, and shirts or jackets without company logo are not considered proper attire.
Compensation & Benefits:
- Health, dental, vision, and life insurance
- 401(k) with company matching
- Paid time off
Pay: From $28.00 per hour
Work Location: In person
