Marina Service Manager

Job Description

Job Description

Reports to: Marina General Manager

The Service Manager manages a variety of objectives in a growing and highly variable service environment. The role requires a technical background with experience leading teams, scheduling, and customer engagement, as well as the aptitude and capacity to respond to the needs of internal and external customers. He or she will project a professional company image through all types of interactions. This is a fast-paced environment, and the Service Manager must be able to work under pressure. This position requires the team member to work 5 days per week and 8 hours per day. Seasonal schedule changes may take place at management discretion.

Duties and Responsibilities:

1. Manage the estimating processes and results from Service Advisors, including creating estimates for repairs and maintenance
2. Coordinate schedules with overlapping services
   • Manage schedules with inclement weather and other resources that may not be available
3. Incorporate new boat sales into schedules throughout the year (commissioning, delivery, warranty, etc.)
4. Work closely with sales team on planning and execution of boat sales requiring services
5. Evaluate current processes, identify opportunities for improvement, and work with team members to make adjustments or develop new processes
6. Monitor Key Performance Indicators (KPIs) and create new KPIs if necessary
7. Assist in goal-setting for all services (Mechanical, Paint/Fiberglass, Electronics, Yard/Storage)
8. Consolidate customer contact for various services
9. Monitor customer feedback and resolve complaints quickly
10. Ensure quality standards are met and all requested service is completed
11. Follow maintenance schedules for equipment and ensure team members are in compliance
12. Work directly with maintenance on related tasks that may need management or assistance
13. Ensure adherence to and enforcement of all government and company requirements relating to safety, health, and the environment, including the Clean Water Act
14. Lead project planning and review after project completion.
15. Participate in the interview, hiring, and performance review processes for each of the service functions
16. Maintain local Standard Operating Procedures (SOPs) and Instruction Manual in current order; Ensure adherence to departmental and/or operations policies, procedures, and practices
17. Manage employee disciplinary issues by documenting incidents and working with Human Resources to develop Performance Improvement Plans as necessary
18. Manage employee schedules by reviewing and approving timesheets as well as PTO and Sick requests in ADP, ensuring proper scheduling of employees to meet the needs of the marina
19. Notify Human Resources and submit appropriate documentation for Workers’ Compensation claims and OSHA incidents
20. Perform such duties as assigned by Regional and Executive leadership

Minimum Qualifications and Requirements:

1. Act with the highest level of integrity and maintain a positive attitude
2. Three to five years of previous management experience as a Service Manager in any field
3. High school diploma or GED required
4. Adaptable to work composed of a variety of different tasks
5. Ability to manage multiple projects at a time despite interruptions
6. Professional conduct and excellent interpersonal and communication skills with team members, customers, tenants, vendors, and government personnel
7. Math computation skills
8. Strong work ethic and personal commitment
9. Ability to work in a team environment to achieve team, department, and company goals. Able to work with a diverse group of people of all different skill sets.
10. Ability to be a self-starter and work independently
11. Must have strong organizational skills and the ability to prioritize work
12. Adaptable to a fast-paced environment
13. Must be willing to work weekends as needed

Physical Requirements:

• Lift up to 50 lbs
• Carry up to 50 lbs
• Work around water
• Stand, walk, sit, push, pull, bend, kneel, squat, twist, reach, grasp

Company Summary:

TopSide Marinas was cofounded in 2020 as a family-owned company that acquires, owns, and operates high-quality marinas across the country. Our mission is to foster a high-quality environment where our members and guests can create lifelong memories, relax, enjoy life, and be healthy. Each of our marinas provide exceptional service, hospitality, and enthusiasm to serve your needs on and off the water. We want our members and guests to feel right at home. We care about the property’s team members by providing competitive wages, excellent healthcare coverage, and supporting a hospitable culture.

Benefits Offered:

• Medical
• Vison
• Dental
• 401(k) with company match
• PTO
• Holiday Pay