Service Manager

Job Description

Job Description

Position Summary

We are seeking an experienced Service Manager to lead the service operations for a growing marine and watersports dealership. This individual will oversee all aspects of the service department, ensuring exceptional customer service, efficient shop operations, technician productivity, and profitability. The ideal candidate is a hands-on leader with strong mechanical knowledge of boats, and marine engines, preferably with experience in Wake Boats.

The Service Manager will lead a team of technicians and service advisors, manage workflow from intake through delivery, maintain quality standards, and build lasting relationships with customers while driving departmental performance.

Key Responsibilities

Service Operations

• Manage the day-to-day operations of the service department, ensuring repairs and maintenance are completed safely, efficiently, and on schedule.
• Develop and monitor technician schedules, shop capacity, and work assignments to maximize productivity.
• Ensure all repair orders are completed accurately and closed promptly.
• Prioritize work based on customer commitments, seasonal demand, and technician availability.
• Monitor turnaround times and identify opportunities to improve efficiency.
• Oversee the company's fleet and operational equipment, including vehicles, forklifts, tractors, and related assets, ensuring they are kept clean, properly maintained, regularly serviced, and in safe, reliable operating condition.

Team Leadership

• Recruit, train, coach, and develop service technicians and service advisors.
• Conduct performance evaluations and establish performance goals.
• Foster a positive, safety-focused, and customer-first culture.
• Promote ongoing technical training and manufacturer certifications.

Customer Experience

• Ensure customers receive exceptional service from check-in through delivery.
• Resolve customer concerns professionally and promptly.
• Provide accurate repair estimates and communicate repair status proactively.
• Build long-term customer relationships that encourage repeat business.

Financial Performance

• Monitor departmental revenue, gross profit, labor efficiency, and technician productivity.
• Review labor hours, warranty recovery, and shop performance metrics.
• Develop strategies to improve profitability while maintaining high service quality.
• Assist in preparing annual budgets and forecasting seasonal staffing needs.

Warranty & Compliance

• Oversee manufacturer warranty claims and ensure accurate documentation.
• Maintain compliance with manufacturer standards and dealership policies.
• Ensure OSHA and workplace safety requirements are followed.
• Maintain organized service records and repair documentation.

Inventory & Parts Coordination

• Collaborate with the Parts Department to ensure timely availability of parts.
• Monitor inventory levels for commonly used service items.
• Minimize downtime caused by parts shortages.

Qualifications

• 5+ years of experience managing a service department in the marine, powersports, automotive, RV, heavy equipment, or similar industry.
• Strong knowledge of marine engines, boats, outboard motors, personal watercraft, and trailer systems preferred.
• Experience leading service technicians and managing shop workflow.
• Proven ability to improve technician productivity and departmental profitability.
• Strong customer service and conflict resolution skills.
• Experience with dealership management software (Lightspeed, CDK, IDS, DockMaster, or similar) preferred.
• Excellent organizational and time management skills.
• Ability to prioritize multiple projects in a fast-paced environment.
• Proficient in Microsoft Office, including Excel and Outlook.

Preferred Qualifications

• Experience working with brands such as Yamaha, Sea-Doo, Mercury Marine, Suzuki, Honda Marine, Evinrude, or Volvo Penta.
• Marine technician certification (ABYC, Mercury, Yamaha, BRP, or equivalent).
• Previous dealership management experience.
• Understanding of warranty administration and manufacturer reimbursement processes.

Key Competencies

• Leadership and team development
• Customer relationship management
• Shop scheduling and workflow optimization
• Mechanical aptitude
• Financial and business acumen
• Problem-solving and decision-making
• Communication and conflict resolution
• Quality assurance
• Inventory coordination
• Process improvement

Success Measures

Successful candidates will demonstrate the ability to:

• Improve technician productivity and shop efficiency.
• Increase customer satisfaction and service retention.
• Meet or exceed labor sales and gross profit goals.
• Reduce repair turnaround times.
• Improve first-time repair completion rates.
• Increase warranty recovery accuracy.
• Maintain a safe, organized, and efficient service department.

Compensation & Benefits

• Competitive base salary plus performance bonus
• Health, dental, and vision insurance
• Paid Time Off and holidays
• 401(k) with company match
• Employee discounts on boats, watercraft, accessories, and service
• Manufacturer-paid training and certification opportunities
• Career advancement opportunities

Ideal Candidate

The ideal candidate is an experienced service leader who enjoys building high-performing teams and delivering outstanding customer experiences. They are equally comfortable managing shop operations, mentoring technicians, and working directly with customers to ensure every boat or personal watercraft leaves the shop repaired correctly and on time. They are proactive, organized, and passionate about the marine and watersports industry.