Service Manager

Laborde Products • Deer Park, TX

40d • Onsite

About The Position

Laborde Products, a leader in marine engine distribution for over 25 years, is seeking a hands-on Service Manager for its Deer Park, TX location. This role is crucial for overseeing all service operations, ensuring technician excellence, rapid customer response, and continuous improvement. The Service Manager will be a visible and engaged leader, supporting technicians, addressing customer needs promptly, and building a high-performing service team. The ideal candidate is responsive, decisive, and focused on maximizing customer uptime through developing skilled technicians and removing obstacles. Laborde Products values growth and invests in leaders who develop people, drive performance, and take ownership of results. Success requires technical credibility, exceptional customer service, urgency, accountability, clear communication, and fostering a positive culture aligned with Laborde's values.

Requirements

• Minimum 5 years of leadership experience
• Mechanical or Technical background with strong understanding of propulsion systems and diagnostics.
• Proven experience managing technicians in a field service and/or shop environment.
• Strong customer service skills with the ability to build trust and long-term relationships.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

Nice To Haves

• Commercial marine engine or marine power systems experience.
• Experience managing warranty programs and vendor relationships.
• Familiarity with service management systems, ERP platforms, or dispatch software.

Responsibilities

• Lead and manage all service operations for the respective service location.
• Directly manage technicians, ensuring accountability, productivity, and safety.
• Maintain compliance with safety standards, environmental regulations, and Laborde Products’ policies and procedures.
• Manage daily assignments through scheduling, prioritizing, and dispatching service work including diagnostics, scheduled maintenance, rebuilds, and emergency field service.
• Maximize technician utilization while maintaining high-quality workmanship and high standards.
• Actively support technicians in the field and shop to resolve urgent or complex service issues.
• Promote and ensure technician training, cross-training, certification, and professional development.
• Serve as the primary point of contact for service customers and key accounts, ensuring clear and proactive communication for service work in progress and developments.
• Handle customer escalations with urgency, professionalism, and solutions-based decision-making that promote the Laborde/customer partnership mindset.
• Ensure customers receive timely updates and immediate action when service needs arise.
• Develop, implement, and continuously improve service department processes, procedures, and SOPs that align uniformity across all Laborde Products’ Service Branches, and other departments.
• Responsible for accurate service billing, warranty documentation, payroll approvals, reporting, and expense management.
• Develop departmental KPIs, goals, annual billing rates, and budgets in collaboration with Leadership.
• Develop and maintain vendor and OEM relationships to ensure communication of warranty programs, service bulletins, and product improvement initiatives remains up to date.
• Coordinate with Accounting to ensure timely and accurate processing of warranty claims.
• Ensure the service vehicle fleet is properly maintained, compliant, and ready for dispatch through collaboration with Facilities Management.
• Coordinate challenges and reoccurring issues with Technical Services, Procurement, and Engineering to execute product and service improvement.

Benefits

• Competitive salaries that reflect your skills and experience.
• Comprehensive health insurance plans, including a medical insurance option with 100% employer paid option for employees.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Disability plans.
• 401k plans with company match.
• Generous paid time off.
• Company paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed