Head of Client Support Services

Job Description
Job Description POSITION SUMMARY

OneWater Marine is seeking a highly motivated and experienced Service Manager to lead and oversee all aspects of our service department. This individual will be responsible for the daily management of the service team, driving departmental profitability, and ensuring an exceptional customer service experience. The ideal candidate will have strong leadership skills, technical knowledge of marine services, and a passion for team development and operational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties (Most Important to Least Important) Percent of the Time Supervise and coordinate the daily activities of service technicians, writers, and support staff to ensure efficient workflow and timely job completion. 40 Manage service staff. Continuously coach and train team members to maintain high technical and customer service standards. 30 Monitor department profitability, manage labor efficiency, review repair order accuracy, and implement competitive pricing strategies to meet business objectives. Analyze departmental performance metrics and implement process improvements to increase productivity and customer retention. 10 Recruit, hire and, when necessary, terminate service personnel. 10 Serve as the primary escalation point for customer concerns. Ensure high levels of satisfaction through proactive communication, transparency, and prompt service. 10

SKILLS  

Team Management: Demonstrated ability to lead, mentor, and hold service teams accountable for performance, professionalism, and productivity. Customer Service: Strong interpersonal and communication skills with a focus on delivering top-tier customer experiences and managing expectations effectively. Workflow Management: Expertise in coordinating service scheduling, technician dispatch, job tracking, and deadline management to ensure efficiency and on-time delivery. Quality Control: Ability to review completed work for accuracy and safety, ensure compliance with OEM and warranty requirements, and implement continuous improvements. Financial Management: Solid understanding of departmental financials including labor margins, service pricing, invoicing, and cost control to meet budgetary objectives.

QUALIFICATIONS / REQUIREMENTS

Minimum of 5 years in service operations, with at least 2 years in a supervisory or management role. Marine industry experience preferred; related industries (automotive, powersports, RV) also considered. Education: High school diploma or GED required. Technical certification or associate degree in marine technology or service management is a plus. Certifications: OEM certifications (e.g., Yamaha, Mercury, Volvo Penta) preferred. Valid driver’s license required; boating license as applicable by state. Technology Proficiency: Proficient in Dealer Management Systems (e.g., Lightspeed, DockMaster). Strong computer literacy with Microsoft Office (Word, Excel, Outlook).

PHYSICAL DEMANDS

Use the table / checklist below to indicate what is required of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Using the rating scale below, indicate how often the following physical activities and environmental conditions are required/present in performing the Essential Job Responsibilities.
C=Constantly
F=Frequently
O=Occasionally
R=Rarely

• 5-8 hrs. /shift)
• 2-5 hrs. /sift)
• Up to 2 hrs. /shift)
• Not regular part of job)

Physical Activities
Remaining in a stationary position, often standing or sitting for prolonged periods
F
Repeating motions that may include the wrists, hands and/or fingers
F
Moving about to accomplish tasks or moving from one worksite to another
F
Operating motor vehicle
R
Communicating with others to exchange information
F
Assessing the accuracy, neatness and thoroughness of the work assigned
C
Hearing
C
Talking
C
Seeing
C
Eye/Hand/Foot Coordination
O

WORK ENVIRONMENT

Use the table / checklist below to indicate the environmental conditions and physical demands of the position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

How would you best describe the environmental demands for this position? (Check only one)
Environmental Conditions
No adverse environmental conditions expected
X
Poor ventilation

Hazardous conditions

Small and/or enclosed spaces

Noisy environments

How would you best describe the physical demands for this position? (Check only one)
Physical Demands
Sedentary work that primarily involves sitting/standing
☐
Light work that includes moving objects up to 20 pounds
☒
Medium work that includes moving objects up to 50 pounds
☒
Heavy work that includes moving objects up to 100 pounds or more
☐
This position operates exclusively in an indoor office environment with controlled temperatures. (Y/N)

DO NOT MAKE ANY EDITS TO THE BELOW PORTION OF THE JOB DESCRIPTION:

OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.

Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.