Yacht Division Srvc Mgr

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Job description

Job Category: Service
Req Number: YACHT002993
Schedule: Full-Time
Location: Quincy, MA, USA

OVERVIEW:

The Yacht Division Service Manager is responsible for managing a service team dedicated to providing exceptional and personalized service after delivery to customers who purchase a MarineMax sport yacht or yacht. The goal of exceeding customer expectations facilitating timely and correctly completed work performed, follow through, and ensuring the best quality of work while providing exceptional communication interaction with customers and MarineMax staff members is paramount. The Yacht Division Service Manager is responsible for providing support to the Service Manager and leadership and direction to service team members and assists the Service Manager supervising the daily operations within the division to ensure the overall profitability of the department and maintaining efficiency.

KEY TASKS:

• Oversee day-to-day yacht division service operations including scheduling and distribution of work for technicians and yard team, and generating and managing work orders.
• Emergency after hours customer phone support.
• Assist Service Manager with hiring, training, motivating, coaching, monitoring and evaluating the performance of service team members.
• Provide technical assistance to service technicians as needed
• Coordinate with the manufacturer and/or extended warranty companies to get approval in advance of repairs.
• Maintain good working relationships with factory and vendors as they relate to product and quality control.
• Greet customers and determine needs, providing clear and precise instructions on the work order for the service team.
• Estimate cost of repairs and prepare itemized work orders listing costs of parts and labor.
• Routinely inspect quality of work performed as required, prior to delivery to the customer.
• Efficiently respond in a calm and effective manner to a variety of demands and projects.
• Demonstrate effective verbal and written communication skills.
• Ability to establish and meet deadlines.
• Other duties as assigned

KEY RESULT AREAS:

• Internal/external customer satisfaction/FANS
• Turnaround time and effectiveness of repairs completed
• Service department gross profits
• Timeliness and accuracy of paperwork
• Safety Records
• Customer Relations

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