Posted on: May 15, 2022
Job Category: ManagementReq Number: SERVI003406Schedule:
Full-TimeLocation: Cocoa, FL, USAOVERVIEW: The Service Manager is
responsible for managing the service department and service team.
Responsibilities include working with the customer (either internal
or external) to obtain the information required to perform the work
on the boat, and following through to make sure the work is
completed correctly the first time and in a timely manner.KEY
TASKS: Oversee day-to-day service operations including scheduling
and distribution of work for service advisors, technicians and yard
team, utilizing Service Scheduler and other tools as required to
generate and manage work orders. Hire, train, motivate, coach,
monitor and evaluate the performance of all service team members.
Use manufacturer flat rate guides and Standard Service Operations
(SSO's) to determine the time allotted for the work, and follow up
on timely completion. Insure that the Complaint, Cause and
Correction of each problem are noted in the IDS work order.
Coordinate with the manufacturer and/or extended warranty companies
to get approval in advance of repairs, if required, and take
precautions necessary to guarantee our payment including but not
limited to pictures of the work and returning parts replaced. Greet
customers and determine needs, providing clear and precise
instructions on the work order for the service team. Promote the
sale of additional labor services, parts and accessories in a
professional manner for each customer. Estimate cost of repairs and
prepare itemized work orders listing costs of parts and labor.
Obtain Customer signature on every work order, and collect payment
for work prior to releasing customer boat. In the event the repair
cost is unknown initially, obtain customer approval on work order
to diagnose issues, and then contact customer with estimate for
repairs as soon as determined, and obtain approval. Coordinate
technical and product knowledge training for service team and
provide technical assistance as needed. Routinely inspect quality
of work performed as required, prior to delivery to the customer.
Implement safe, effective and efficient work procedures. Maintain
production reports on all service staff. Verify production
compensation earned and report to payroll department. Insure
continuous financial growth of department, develop and exceed
budgets, and manage expenses and department profitability. Promote
and fully participate in the MarineMax Safety Program; ensuring a
safe workplace free of hazards for all team members. 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 Ongoing training programs for service
Keywords: MarineMax, Melbourne , Service Manager, Executive , Cocoa, Florida
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