Service Manager

Service Manager Position at Boater's World Marine Centers

Lead the Service Department. Develop the Team. Deliver an Exceptional Customer Experience.

Boater's World Marine Centers is seeking an experienced Service Manager to lead our Service Department at our Lake Placid, Florida location.

This is a hands-on leadership opportunity for someone who understands how a successful marine service department should operate—from the moment a customer brings in their boat through diagnosis, repair, quality control, and final delivery.

As Service Manager, you'll oversee the day-to-day performance of the department, lead and support our service team, manage workflow and technician productivity, maintain strong communication with customers, and ensure repairs are completed accurately and efficiently.

We're looking for a leader who can balance people, processes, customers, and performance while creating an environment where technicians can succeed and customers feel confident bringing their boats to Boater's World.

For experienced candidates considering a move to the Lake Placid area, relocation assistance and/or a sign-on bonus may be available based on experience and qualifications.

What You'll Do

• Service Department Leadership
• Lead the daily operations of the Lake Placid Service Department
• Manage, coach, and support marine technicians and service team members
• Establish daily priorities and ensure work is assigned appropriately based on technician skill level and workload
• Monitor technician productivity, efficiency, work quality, and completion timelines
• Conduct regular follow-up with technicians to identify roadblocks and keep repairs moving
• Maintain an organized workflow from initial write-up through final quality control and customer delivery
• Promote accountability, teamwork, professionalism, and a strong customer-first culture
• Partner with dealership leadership to identify opportunities to improve service department performance

Customer Experience

• Ensure customers receive professional, timely, and accurate communication throughout the service process
• Assist with complex customer concerns and provide solutions when escalation is needed
• Review service needs and repair recommendations with customers in clear, understandable terms
• Set realistic expectations regarding repair timelines, costs, and parts availability
• Ensure customer approvals are properly documented before additional work is performed
• Build long-term customer relationships through transparency, follow-through, and quality service
• Ensure completed units meet dealership standards before being returned to the customer

Workflow & Technician Management

• Review open repair orders and service workload daily
• Schedule and dispatch work based on technician availability, skill level, parts availability, and customer commitments
• Monitor aging repair orders and proactively address delays
• Coordinate diagnostics, repairs, rigging, maintenance, warranty work, and other service needs
• Ensure technicians have the information, parts, approvals, and resources needed to complete assigned work
• Review completed repairs for accuracy and quality before closing repair orders
• Identify training and development opportunities for technicians
• Support technician recruitment, onboarding, retention, and performance management as needed

Service Operations & Administration

• Ensure repair orders, estimates, technician notes, labor, parts, and customer approvals are documented accurately
• Monitor department scheduling, work-in-process, productivity, and overall service performance
• Partner closely with the Parts Department to ensure parts are identified, ordered, received, and available when needed
• Coordinate warranty claims and manufacturer requirements as applicable
• Maintain accurate service records within Lightspeed or other dealership management systems
• Ensure service work is completed in accordance with company policies and manufacturer standards
• Maintain a clean, organized, safe, and professional service environment

Department Performance

• Take ownership of the overall performance and organization of the Service Department
• Monitor key service metrics including technician productivity, efficiency, labor performance, work-in-process, turnaround time, and customer satisfaction
• Identify bottlenecks and implement solutions that improve workflow and department efficiency
• Help maximize service capacity while maintaining high standards for repair quality
• Work closely with Sales, Parts, and dealership leadership to support overall dealership operations
• Support continued growth of the Lake Placid service business and customer base

Requirements

• Previous service management, service leadership, or comparable dealership service experience
• Strong understanding of marine service operations and repair workflow
• Knowledge of outboard engines, marine systems, maintenance, diagnostics, and repair processes
• Experience managing or supporting technicians in a fast-paced service environment
• Strong leadership, coaching, and team-development skills
• Excellent customer-service and conflict-resolution abilities
• Ability to prioritize multiple repair orders, customer needs, and operational demands
• Strong organizational and follow-through skills
• Comfortable reviewing estimates, repair orders, technician notes, and service documentation
• Strong computer and dealership-management-system skills
• Valid driver's license with an acceptable driving record

Preferred Qualifications

• Previous Marine Service Manager or Assistant Service Manager experience
• Marine dealership experience
• Experience with Lightspeed or a similar dealership management system
• Experience working with Mercury, Yamaha, Suzuki, Honda, or other major outboard brands
• OEM or marine technical training/certifications
• Experience managing warranty repairs and manufacturer processes
• Experience monitoring technician productivity, efficiency, and department performance
• Previous hands-on marine technician or service writing experience is a plus

Why Join Boater's World Marine Centers?

Boater's World Marine Centers continues to grow, and our Service Departments play an essential role in the long-term relationships we build with our customers.

As the Service Manager in Lake Placid, you'll have the opportunity to lead a team, improve processes, develop technicians, and directly influence the performance and customer experience of the dealership.

We offer:

Competitive compensation

• Relocation assistance and/or sign-on bonus may be available for qualified candidates
• Medical, dental, and vision insurance
• Life insurance
• 401(k) with company match
• Paid time off
• Paid holidays
• Employee discounts
• Factory training and development opportunities
• Career advancement throughout Boater's World Marine Centers and the Outdoor Network family

Physical Requirements

• Ability to stand, walk, bend, kneel, and move throughout the service department and dealership
• Ability to board and inspect boats as necessary
• Ability to work in both indoor shop and outdoor marine environments
• Ability to work around boats, trailers, engines, tools, and service equipment
• Ability to lift up to 50 pounds as needed