Head of Client Support Services

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

Supervise and coordinate the daily activities of service technicians, writers, and support staff to ensure efficient workflow and timely job completion.

Manage service staff by continuously coaching and training team members to maintain high technical and customer service standards.

Monitor department profitability and 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.

Recruit, hire and, when necessary, terminate service personnel.

Serve as the primary escalation point for customer concerns, ensuring high levels of satisfaction through proactive communication, transparency, and prompt service.

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.

High school diploma or GED required.

Technical certification or associate degree in marine technology or service management is a plus.

OEM certifications (e.g., Yamaha, Mercury, Volvo Penta) preferred.

Valid driver’s license required; boating license as applicable by state.

Proficient in Dealer Management Systems (e.g., Lightspeed, DockMaster).

Strong computer literacy with Microsoft Office (Word, Excel, Outlook).

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

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.

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