Service Manager

Job Description

Job Description

Horizon Yacht USA is seeking an experienced, full-time Service Manager for the US market, based in South Florida. The position will report to the Company Director and will focus on executing warranty, repair, and maintenance services for all inventory vessels, trade vessels, and owner vessels under warranty, and on addressing issues arising on vessels out of warranty in a support capacity.

Below is an itemized description of the responsibilities of the Service Manager position.

·         Oversee all service-related items for Horizon’s inventory, trades, owner in-warranty, and support for out-of-warranty vessels

·         Coordinate and oversee commissioning of all new inventory and owner vessels, provide commissioning reports to the Director and shipyard as needed. Any outside vendor must be able to produce insurance, an exemption, or be approved by Horizon HR and the Horizon insurance agent.

·         Schedule and manage vendors and subcontractors performing warranty service, repair, and maintenance on vessels, including negotiating fees, signing agreements, and making sure these agreements are followed.

·         Communicate with owners and their crew on service status for their vessel

·         Provide owner and crew vessel orientations as needed

·         Work with the Service Assistant and Service Tech to understand all open service items, then schedule and review items completed and outstanding on vessels currently being serviced

·         Meet with the service team in the mornings regularly to review what the current open service items are to be completed and what everyone’s assigned tasks will be for the day. Also, review who is responsible for confirming the task has been completed properly.

·         Work with Service Assistant to review and update worklists and Dealer System items. This is a detailed system that requires accurate data entry for item numbers, descriptions, photos, videos, suggestions, conclusions, and invoices. It is critical that this process is detailed and thorough, as the shipyard responses needed are based on the input entered.

·         Oversee the ordering process for requested parts for owned vessels.  Order warranty parts for inventory & owned yachts.

·         Work with Parts agent to maintain parts price list and order new parts from vendors or shipyard as needed, and to maintain a markup process that is reasonable and in line with the part being ordered.

·         Review billing items and invoices with the Service Assistant and provide approval for all service-related invoices, including inventory maintenance & dockage invoices.

·         Oversee Warranty reimbursement process and follow up to get reimbursement for approved warranty and Goodwill items from the shipyard.  

·         Trip and fuel planning for any vessel movement, including boat shows, private events, moving marinas, and informing the insurance about vessel movements.

·         Captain vessels as needed for vessel movement and sea trials or arranging captains to work within the HYI framework.

·         Provide recommendations and/or review of the owner’s selected equipment, as needed, during build process, this includes maintaining a list of improvements that can be sent to the shipyard to improve the build process and yacht build quality.

·         Attend large promotional events, such as Boat Shows, trade shows and rendezvous, to help promote Horizon’s dedication to after-sales service 

·         Work as needed at boat shows on the Horizon display to show the boats along the sales team and explain the Horizon warranty and the processes involved.

·         Maintain a current Vendor list with contacts for all Horizon vendors, to include their work profile, names, numbers and specialties.

·         Manage service support team effectively and efficiently, by conducting weekly meetings.

·         Perform site visits to ongoing projects on inventory and warranty vessels.

·         Assess warranty claims, take or request full documentation of each item, and provide all information to the shipyard to expedite warranty process.

·         Help to manage and complete survey lists alongside sales team.

·         Service manager will be expected to work out of the North Palm Beach Office & the Fort Lauderdale / Hall of Fame Office with possible travel to visit the Seattle Office on necessary occasions.

This position requires a high proficiency in attention to detail, punctuality, project and personnel management skills with exceptional computer and communication skills to be able to converse with vendors, crews and vessel owners in a respectful manner while being supportive of the shipyard and the warranty policy.

Salary is commensurate with level of experience