Service Manager

Service ManagerOneWater Marine is seeking a highly motivated and experienced Service Manager to lead and oversee all aspects of our service department. This individual will be responsible for the daily management of the service team, driving departmental profitability, and ensuring an exceptional customer service experience. The ideal candidate will have strong leadership skills, technical knowledge of marine services, and a passion for team development and operational excellence.Essential Duties And ResponsibilitiesDuties (Most Important to Least Important) - Percent of the TimeSupervise and coordinate the daily activities of service technicians, writers, and support staff to ensure efficient workflow and timely job completion. - 40Manage service staff. Continuously coach and train team members to maintain high technical and customer service standards. - 30Monitor department profitability, manage labor efficiency, review repair order accuracy, and implement competitive pricing strategies to meet business objectives. Analyze departmental performance metrics and implement process improvements to increase productivity and customer retention. - 10Recruit, hire and, when necessary, terminate service personnel. - 10Serve as the primary escalation point for customer concerns. Ensure high levels of satisfaction through proactive communication, transparency, and prompt service. - 10SkillsTeam Management: Demonstrated ability to lead, mentor, and hold service teams accountable for performance, professionalism, and productivity.Customer Service: Strong interpersonal and communication skills with a focus on delivering top-tier customer experiences and managing expectations effectively.Workflow Management: Expertise in coordinating service scheduling, technician dispatch, job tracking, and deadline management to ensure efficiency and on-time delivery.Quality Control: Ability to review completed work for accuracy and safety, ensure compliance with OEM and warranty requirements, and implement continuous improvements.Financial Management: Solid understanding of departmental financials including labor margins, service pricing, invoicing, and cost control to meet budgetary objectives.Qualifications / RequirementsMinimum of 5 years in service operations, with at least 2 years in a supervisory or management role.Marine industry experience preferred; related industries (automotive, powersports, RV) also considered.Education:High school diploma or GED required.Technical certification or associate degree in marine technology or service management is a plus.Certifications:OEM certifications (e.g., Yamaha, Mercury, Volvo Penta) preferred.Valid driver’s license required; boating license as applicable by state.Technology Proficiency:Proficient in Dealer Management Systems (e.g., Lightspeed, DockMaster).Strong computer literacy with Microsoft Office (Word, Excel, Outlook).Physical DemandsC=Constantly - F=Frequently - O=Occasionally - R=Rarely(5-8 hrs. /shift) - (2-5 hrs. /sift) - (Up to 2 hrs. /shift) - (Not regular part of job)Physical ActivitiesRemaining in a stationary position, often standing or sitting for prolonged periods - F - Repeating motions that may include the wrists, hands?and/or fingers - FMoving about to accomplish tasks or moving from one worksite to another - F - Operating motor vehicle - RCommunicating with others to exchange information - F - Assessing the accuracy, neatness?and thoroughness of the work assigned - CHearing - C - Talking - CSeeing - C - Eye/Hand/Foot Coordination - OWork EnvironmentEnvironmental ConditionsNo adverse environmental conditions expected - X - Poor ventilationHazardous conditions - Small and/or enclosed spacesNoisy environmentsHow would you best describe the physical demands for this position? (Check only one)Physical DemandsSedentary work that primarily involves sitting/standingLight work that includes moving objects up to 20 poundsMedium work that includes moving objects up to 50 poundsHeavy work that includes moving objects up to 100 pounds or moreThis position operates exclusively in an indoor office environment with controlled temperatures. (Y/N)OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.