Head of Client Support Services

Description

Overview

The Service Manager is responsible for overseeing the daily operations, performance, and growth of Seattle Yachts’ Service and Fleet Service divisions. This position leads service advisors, technicians, yard coordination, and fleet support operations to ensure exceptional customer experiences, efficient workflow management, and high‑quality service delivery.

This role serves as a key leadership position within the company and requires strong operational management, customer communication, team leadership, and marine industry knowledge. The ideal candidate is organized, solutions‑oriented, calm under pressure, and committed to delivering a premium customer experience aligned with the Seattle Yachts brand.

Job Description

Essential Duties & Responsibilities

Operations & Service Management

Oversee day‑to‑day operations of the Service & Fleet departments

Manage overflow, scheduling, and prioritization of service projects and fleet maintenance

Coordinate with Service Advisors, technicians, vendors, and subcontractors to ensure timely project completion

Monitor open work orders, labor utilization, project timelines, and department efficiency

Ensure accurate documentation of estimates, approvals, invoicing, and service records

Assist in developing and improving service department processes, procedures, and operational standards

Support emergency service coordination and customer issue resolution as needed

Other duties assigned

Leadership & Team Development

Lead, coach, and support Service Department employees in a professional and collaborative manner

Promote accountability, communication, teamwork, and customer‑focused service

Participate in hiring, onboarding, training, scheduling, and performance management

Conduct regular team meetings and support ongoing safety initiatives

Foster a positive and professional workplace culture aligned with company values

Customer Experience

Service as primary escalation point for complex customer concerns

Maintain strong relationships with yacht owners, captains, vendors, and manufacturers

Ensure customers receive timely communication and exceptional service throughout the repair or maintenance process

Help create a luxury‑level client experience reflective of the Seattle Yachts brand

Financial & Administrative Responsibilities

Monitor department profitability, labor performance, and operational costs

Review estimates, service billing, and vendor expenses for accuracyAssist leadership with budgeting, forecasting, and operational planning

Support warranty administration and manufacturer communication when applicable

Safety & Compliance

Promote and enforce workplace safety standards and company policies

Ensure compliance with applicable environmental, OSHA, and marine industry regulations

Participate in safety meetings, incident reporting, and corrective action processes

Qualifications & Skills

Qualifications

5+ years of leadership or management experience in marine service, yacht service, fleet operations, or a related field preferred

Strong understanding of marine systems, vessel maintenance, and repair coordination

Excellent organizational and multitasking abilities

Strong communication and customer service skills

Ability to manage multiple projects and deadlines simultaneously

Experience with service scheduling, estimating, and workflow management preferred

Proficiency in Microsoft Office and service management software systems (Dockmaster is a plus)

Valid driver’s license with acceptable driving record

Preferred Qualifications

Previous experience in yacht service management or dealership operations

Experience leading technicians or service teams

Familiarity with warranty administration and marine manufacturer processes

Knowledge of ABYC standards and marine safety practices

Physical Requirements & Work Environment

Ability to work in an active marine yard and service environment

Frequent walking, standing, bending, and occasional lifting to 50 lbs.

Ability to board and move safely throughout vessels and docks

Occasional exposure to varying weather conditions, noise, strong odors, and marine equipment

Working Hours & Benefits

Monday to Friday 7:30am – 4:30pm

Benefits: Medical, Dental, Vision, Life Insurance, Critical Care, 401(k), Paid Time Off & Sick Leave

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