Level II Service Team Leader

MarineMax•St. Petersburg, FL

7d•Onsite

About The Position

The Level 2 Service Team Leader is responsible for coordinating the service, rigging, delivery, and maintenance of inventory and customer boats. This role involves working with customers (internal or external) to gather necessary information for boat work, ensuring that the work is completed correctly and in a timely manner.

Requirements

Experience coordinating service operations, including scheduling and work distribution.
Proficiency in using tools such as Service Scheduler, Boatyard, Boatcloud, Outlook Calendar, and Hubspot.
Ability to create estimates and obtain customer authorization for work.
Experience with boat check-in procedures and documentation.
Knowledge of marine repair processes, including diagnostics and testing.
Experience coordinating with warranty companies and managing accounts receivable.
Ability to manage and oversee sublet contractors.
Experience coordinating installation of optional equipment and electronics.
Skills in quality control inspection.
Financial management skills, including budget development and expense management.
Experience in hiring, training, motivating, coaching, and evaluating team members.
Ability to train technicians on repair standards and best practices.
Knowledge of safety procedures and implementation of safety programs.
Experience in maintaining production reports and managing payroll compensation.
Supervisory experience, including interviewing, hiring, training, performance appraisal, and conflict resolution.
Consultation with Human Resources on employment actions.
Ability to manage team performance and 'TopGrade' the team.
Adherence to expense approval policies.

Nice To Haves

Experience in the marine industry.
Water testing and mechanical testing device experience.
Familiarity with MarineMax standards and best practices.

Responsibilities

Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians, and yard team.
Utilize Service Scheduler, Boatyard, Boatcloud, Outlook Calendar, and Hubspot to generate and manage work orders and customer communication.
Create estimates consistent with customer needs, requiring written, facsimile, or e-mail authorization before work commences.
Ensure proper check-in of boats, including placing service hang tags with necessary information.
Determine the need for repairs through water testing, mechanical testing devices, and technician input based on customer requests/complaints.
Work with Service Advisors to ensure warranty approvals and take necessary precautions for payment, including documentation and returning replaced parts.
Ensure full payment of existing accounts receivable (A/R) before boat release and obtain General Manager approval for work on boats with open A/R.
Schedule, coordinate, quality control, and follow up on MarineMax approved sublet contractors, ensuring purchase orders clearly outline the scope of work.
Coordinate and oversee the installation of optional equipment and electronics.
Inspect the quality of work performed by technicians and sublet vendors prior to customer delivery.
Ensure continuous financial growth of the department, develop and exceed budgets, and manage expenses and department profitability.
Manage customer A/R, aiming to keep it under 60 days.
Obtain customer authorization for any changes to estimates or scope of work.
Clearly explain all work to be performed on each work order to technicians, ensuring their understanding.
Hire, train, motivate, coach, monitor, and evaluate the performance of all service team members.
Train service/rig technicians to repair/rig boats in accordance with MarineMax standards and best practices.
Coordinate technical and product knowledge training for the service team and provide technical assistance.
Implement safe, effective, and efficient work procedures.
Maintain production reports on all service staff and verify production compensation.
Promote and participate in the MarineMax Safety Program, ensuring a safe workplace.
Maintain a clean and professional facility and showroom/shop.
Review and approve timecards and paid time off requests.
Complete quarterly performance reviews for assigned team members.
Manage supervisory responsibilities including interviewing, hiring, training, developing, planning, assigning, directing work, appraising performance, rewarding, disciplining, addressing complaints, and resolving problems.
Consult with Human Resources on employment actions and continually 'TopGrade' the team.
Ensure no unnecessary expenses are incurred and all expenditures receive prior approval from the General Manager.
Perform other duties as assigned.