What are the responsibilities and job description for the Service & Parts Manager position at Boater's World Marine Centers?
Description
Boater’s World Marine Centers is seeking an experienced and customer-focused Service & Parts Manager to oversee the daily operations of our service and parts departments at our Islamorada dealership. This role is ideal for a leader with a strong background in marine service, parts management, and customer relations. The ideal candidate will be responsible for delivering exceptional service, optimizing department efficiency, and ensuring profitability while fostering a positive team environment.
Key Responsibilities:
Customer Service
- Maintain a professional appearance and uphold a customer-focused environment.
- Build and maintain strong relationships with customers by delivering an exceptional experience.
- Assist all customers in need, regardless of whether they require sales, service, or parts support.
- Keep the workspace clean and organized.
- Answer incoming calls promptly, provide accurate information, and transfer calls as needed.
Service Writing
- Diagnose marine vehicle issues by listening to customer concerns and conducting inspections.
- Ensure compliance with Boater’s World policies and state regulations regarding repair order processing.
- Develop accurate estimates, factoring in materials, supplies, and labor costs.
- Prepare and document repair orders (RO) with detailed descriptions of symptoms, issues, and required repairs.
- Obtain necessary customer approvals and enter ROs into the Lightspeed system.
- Keep service customers updated on work status, completion timelines, and additional service approvals.
Parts Management
- Assist both internal and external customers in quickly locating and purchasing parts and accessories.
- Recommend and promote complementary products to enhance customer satisfaction and sales.
- Enter customer and sales information into the dealership management system.
- Maintain a clean and organized parts department for efficient service.
- Process vendor orders, manage inventory, and stock shelves according to the dealership’s inventory plan.
Departmental Management
- Schedule and assign work to technicians, ensuring timely job completion.
- Coordinate with the parts department to ensure all necessary components are available for service jobs.
- Monitor technician performance, provide coaching, and implement process improvements to enhance efficiency.
- Process warranty claims and uphold company policies and standards.
- Set and track monthly profitability goals, focusing on efficiency and departmental success.
Requirements
- Proven leadership skills with the ability to maintain good relations with customers, peers, and vendors.
- Strong knowledge of outboard engines and general boating products and vehicles.
- Ability to learn and operate new computer systems, adhering to established policies and procedures.
- At least 3 years of experience as a Parts or Service Manager required.
- Experience using a Dealership Management System is required; experience with Lightspeed is a plus.
- Must be highly organized, detail-oriented, and a team player with excellent supervisory skills.
Working Conditions
- Combination of shop environment with potential physical hazards and office conditions.
- May be required to work more than 40 hours.
Physical Requirements
- Ability to sit for extended periods.
- Lift up to 50 lbs.
- Routinely kneel, bend, and reach high shelves.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
