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Factory Direct Marine & RV - TN - Rockwood, TN

posted 2 months ago

Full-time - Mid Level
Rockwood, TN

About the position

The Service Manager at Factory Direct Marine & RV is responsible for overseeing the service department, ensuring high-quality customer service, and managing the performance of service staff. This role requires strong management skills, technical knowledge, and the ability to multitask in a fast-paced environment while striving for profitability in service, parts, and warranty operations.

Responsibilities

  • Hire and recruit personnel
  • Oversee all service staff and ensure adherence to standard operating procedures
  • Train new service employees on company policies and procedures
  • Create a schedule for service staff to cover hours of operation
  • Manage company vehicle and building maintenance for employee safety
  • Monitor and review employee performance and adjust schedules accordingly
  • Provide excellent customer service and handle escalated issues promptly
  • Assist service customers with individual needs and answer phones
  • Oversee appointment scheduling to prevent overbooking
  • Assign work to technicians in a timely manner
  • Open and close work orders with detailed information
  • Follow up with technicians and Parts Department regarding warranty parts
  • Ensure employees obtain pre-approval from Warranty companies before starting work
  • Keep customers updated on the status of their units every 2-3 days
  • Inspect work on units to verify quality and satisfaction
  • Maintain a clean and safe work environment
  • Up-sell services and accessories to customers
  • Ensure profitability in all cost centers associated with service, parts, shop, body shop, and warranty.

Requirements

  • Minimum 2 years management experience in a related field preferred
  • Ability to answer multi-line phones
  • Excellent verbal and written communication skills
  • Organized and able to prioritize work effectively

Benefits

  • 401k
  • Health insurance
  • Vision insurance
  • Dental insurance
  • Paid time off
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