Marine and Powersports Service Manager

Alpin Haus•City of Amsterdam, NY

15d•Onsite

About The Position

The Service Manager is responsible for delivering exceptional service standards across customer engagement, timeliness, and quality of repairs. This role leads the Service Department to consistently achieve profitability and revenue goals through daily oversight, coaching, training, and the implementation of strategic growth initiatives. They also serve as the primary escalation point for complex customer service matters.

Requirements

High school diploma
5 years combined experience in customer service and mid-level management or leadership roles
Outstanding interpersonal and verbal communication skills for effectively engaging customers and coaching employees to improve performance
Good math, computer and data entry skills
Ability to adjust to changing priorities through efficient and productive planning, organizing, scheduling, and budgeting
Demonstrated ability to collaborate with peers and management to build strong, cooperative working relationships
Talking and hearing, repetitive hand motion, using hands to grasp, crouching, and reaching with arms/hands, are required.
May occasionally use ladders to access hard to reach areas.
No exposure to adverse environmental conditions; work is performed in a typical office environment.

Nice To Haves

2 years of experience in the vehicle, marine, powersports, and/or RV service industry preferred
General knowledge of, or experience with, RV, marine, or powersports equipment and accessories helpful

Responsibilities

Ensure a world-class service and repair experience is delivered by the entire Service team to both internal and external customers
Oversee profit and loss reporting, monitor labor and supply costs, identify trends, and establish daily, weekly and monthly gross profit, net profit, and revenue targets
Provide consistent leadership and communication to staff through daily huddles, weekly collaborative meetings, and one-on-one coaching sessions
Continuously evaluate and improve workflow and staff proficiency
Monitor Service Technician productivity and efficiency, including clocked hours, flagged hours, and billable/payable service hours
Manage and successfully resolve unusual and/or aging warranty claims that have escalated beyond Warranty Administrator’s authority
Manage complex and aging warranty claims that exceed the Warranty Administrator’s authority
Post Technician and Detailer production daily for payroll purposes; review and correct timekeeping records weekly to ensure timely and accurate compensation
Conduct detailed repair order reviews to assess Service Advisor performance; implement corrective actions as needed
Identify and implement improvements that enhance organization reputation and add measurable value to departmental performance