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MarineMax · 1 month ago

Level II Service Team Leader

Fort Myers, Florida, United States

Full-time

Onsite

Mid, Senior Level

MarineMax is a leading provider in the boating industry, and they are seeking a Level II Service Team Leader to oversee service operations. The role involves coordinating service, rigging, delivery, and maintenance of customer boats while ensuring customer satisfaction and financial growth of the department.

Financial Services

Responsibilities

Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians, and yard team, utilizing Service Scheduler, Boatyard, Boatcloud and other tools as required to generate and manage work orders

Utilize tools such as Boatyard, Boatcloud, and Hubspot to effectively manage work and customer communication

Coordinate service operations including scheduling and distribution of work for technicians and yard team, utilizing Service Scheduler, Outlook Calendar, Boatcloud, Boatyard, and other tools as required to generate and manage work orders

Create estimates consistent with customer needs. No work is to be performed without written, facsimile, or e-mail authorization

Ensures proper check-in of boats upon initial delivery by water or land. Upon vessel check-in, service hang tags with necessary information (customer name, date vessel arrives, work order number and promised completion date) should be placed on all boats in our care, custody, and control. Tags should be easily visible

Utilize customer request/complaints to determine need for repairs through water testing, mechanical testing devices, and technicians

Work with Service Advisors to ensure manufacturer and/or extended warranty companies have given approval in advance of repairs and take precautions necessary to guarantee our payment including but not limited to pictures of the work and returning parts replaced

Boat will not be released without full payment of existing A/R’s

Work will not be commenced on any boat where customer has open A/R’s, without General Manager approval

Schedule, coordinate, quality control and follow-up on MarineMax approved sublet contractors before and after work is complete. No work will commence before the sublet receives a purchase order. Purchase orders are to clearly outline the scope of job before sublet starts work

Coordinate and oversee the installation of optional equipment and electronics

Each advisor is responsible for securing invoice sublet vendor

Inspect quality of work performed as required, prior to delivery to the customer

Ensure continuous financial growth of department, develop and exceed budgets, and manage expenses and department profitability

Each advisor is expected to effectively manage customer AR. It is expected to not have customer AR over 60 days

If an estimate or scope of work is changed, customer authorization will be needed to proceed

All work to be performed on each work order will be explained to tech in a clear and concise manner with Service Advisor being responsible to insure tech’s total 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 service team and provide technical assistance as needed

Implement safe, effective and efficient work procedures

Maintain production reports on all service staff. Verify production compensation earned and report to payroll department

Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members

Maintain a clean and professional facility and showroom/shop

Review and approve timecards and paid time off requests in a timely manner

Complete quarterly performance reviews for assigned team members timely

Supervisory responsibilities include: interviewing, hiring, training and developing team members; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Consult with Human Resources to ensure all requirements are met before taking any employment actions

Continually “TopGrade” your team, working with Human Resources to manage any necessary changes

No unnecessary expenses will be incurred at any level of the job. All expenditures must receive prior approval from General Manager

Other duties as assigned

Qualification

Service SchedulerBoatyardBoatcloudHubspotTechnical trainingCustomer servicePerformance evaluationSafety proceduresTeam leadership

Required