Head of Client Support Services

Is one of western Wisconsin’s largest and longest-established marine and powersports dealership. Founded in 1995 and guided by the principle “Brand names you trust...from people who care,” the dealership operates more than 60,000 square feet of facilities across a 14-acre campus. They represent many of the industry’s leading marine and powersports brands, including Mercury Marine, Yamaha, MasterCraft, Lund, and Bennington. The dealership is recognized for its outstanding customer experience, with Mercury Marine Customer Satisfaction Index scores placing it among the top-performing marine dealerships in the United States.

We are seeking an experienced and hands-on Service Manager to lead its marine service operations. The Service Manager will oversee the daily performance of a well-established service department operating across two buildings and supported by technicians, riggers, service advisors, a detailer, and a porter. This individual will be responsible for delivering high-quality maintenance and repair services, developing the service team, improving departmental efficiency, maintaining strong customer satisfaction, and contributing to the dealership’s overall profitability and continued growth. This position represents a planned transition from a highly experienced Service Manager who has served the dealership for 30+ years. The retiring manager will remain available during the transition to provide training, operational knowledge, and support to the successful candidate.

Performance-based compensation providing total annual earning potential of approximately $90,000–$100,000

Structured transition and training support from the dealership’s retiring Service Manager

Continuous professional development through manufacturer training and certifications

Potential for continued career advancement within the dealership, including future executive leadership opportunities

Manage the daily operations of the service department across two dealership buildings, ensuring efficient, organized, and effective service delivery

Lead, train, manage, and develop a service team that includes technicians, riggers, service advisors, a detailer, and a porter

Foster a departmental culture focused on teamwork, accountability, technical excellence, customer service, and continuous improvement

Oversee the scheduling and coordination of service appointments, repair orders, rigging work, maintenance, and other service activities

Monitor technician and rigger productivity, efficiency, billed labor, work quality, and departmental capacity

Maintain high levels of customer satisfaction by ensuring quality service and promptly resolving customer questions, concerns, and escalated service issues

Develop and maintain strong customer relationships while reinforcing Zacho Sports Center’s commitment to providing an exceptional ownership experience

Collaborate closely with the parts department to ensure the timely availability of parts, accessories, supplies, and materials required for service and rigging work

Implement, document, and monitor effective processes for diagnostics, repairs, maintenance, rigging, work-order management, quality control, and vehicle or boat delivery

Develop and manage the service department budget, including labor expenses, parts usage, supplies, equipment, and other departmental costs

Track departmental financial and operational performance, including revenue, gross profit, billed labor, productivity, efficiency, budget achievement, and customer satisfaction

Identify and implement strategies to increase service department revenue, profitability, labor utilization, and operational efficiency

Support the management and continued growth of the dealership’s storage business, which currently accommodates approximately 300 units through indoor and outdoor storage

Ensure service operations comply with dealership policies, manufacturer requirements, safety procedures, environmental standards, and applicable regulations

Maintain accurate repair orders, service records, warranty documentation, customer communications, and departmental reporting through the dealership management system

Remain current on marine industry trends, emerging technologies, manufacturer requirements, diagnostic systems, and service-management best practices

Proven service management experience within a marine, powersports, recreational vehicle, automotive, or related dealership environment

Mercury Marine service experience and technical knowledge are required

Yamaha service experience is strongly preferred

Experience servicing or supporting MasterCraft, Lund, Bennington, or comparable marine brands is highly desirable

Strong technical knowledge of marine engines, propulsion systems, electrical systems, diagnostics, rigging, maintenance, and repair operations

Demonstrated leadership, employee-development, and team-management capabilities

Excellent customer service, communication, conflict-resolution, and relationship-management skills

Experience developing and implementing effective service department processes, procedures, and operational strategies

Ability to manage departmental budgets and understand service revenue, gross profit, billed labor, labor efficiency, productivity, and other key performance indicators

Experience working collaboratively with a dealership parts department is required; direct parts department experience is a plus

Proficiency with dealership and service management software;