Service Supervisor

POSITION SUMMARY:

The Boat Service Supervisor is under the supervision of the Store Leadership. This role will manage and provide daily direction to the outfitters in the Boat Service area within Mack‘s Prairie Wings to include inventory control, service, warranty, rigging, delivery, detail and parts activities. The role maintains and controls boat, motor, trailer and ATV parts inventory, assists and trains support staff and assists external and internal customers with purchases of or questions regarding parts. The Service Supervisor assists in all aspects of Service Department operations including unit inventory procedures, pre-delivery inspection (PDI) and delivery orientation. The position will also assist customers requiring service or warranty repairs for their boat, motor, trailer or ATV/UTV and at times assist with the sale of parts and accessories.

Essential Functions:

• Supports the Store Leadership in the achievement of the departments or dealership‘s financial goals for the Service area to include Service and Parts Sales, Gross Margin, Inventory Shrinkage and Payroll Goals.
• Provides daily supervision and direction to the associates in the Service Department.
• Schedules and assigns all service, rigging and warranty work orders; ensure work orders are completed to the customer‘s satisfaction on a timely basis.
• Maintains and constantly strives to increase associate productivity.
• Maintains a safe, clean and secure work environment.
• Assists Store Leadership to staff the Service area with customer-oriented associates; participates in interviewing and makes recommendations for selection; coordinates training
• Consults with Store Leadership and provides input on preparation of performance appraisals
• Prepares weekly work schedules
• Coaches and motivates associates to promote positive customer relations and a productive team-oriented work environment.
• Resolves customer and associate opportunities with Store Leadership.
• Assists the Store Leadership with coordination of all ‘Special Events‘ to include Boat Shows, Classic events and / or other on or off-site promotional activities.
• Manages and ensures accuracy of unit and parts inventories.
• Ensures warranty claims are created, submitted and warranty payments received on a timely basis.
• Assists with training in parts support positions. (Service Specialist, Parts Outfitter, etc.).
• Supervises work performed by parts support positions.
• Receives inquiries from customers requesting retail parts, price quotes or general information either by phone or at the parts counter.
• Research customer inquiries using Internet sites, manufacturer contact or on-site reference materials.
• Performs part sales transactions either on the phone or at the parts counter.
• Safeguards funds received and performs POS till reconciliation procedures daily.
• Creates purchase orders to buy parts needed for stock, customer or work order requirements and forwards orders to appropriate vendor.
• Receives parts ordered and check shipping documents vs. merchandise / quantities received for accuracy.
• Performs data entry of parts received into the IDS inventory tracking system.
• Places merchandise received in designated location for easy retrieval.
• Verifies and validates receipt of payment in full before special order parts are shipped.
• Issues parts to technicians and riggers as per work order requirements then subsequently enter those parts issued on work order in IDS to track parts inventory.
• Verifies and completes refund transactions on returned parts or cancellations.
• Ensures returned and warranty parts are sent back to the appropriate vendor and credit is received.
• Prepares for and conducts required parts inventories as per established schedules.
• Reports and reconciles any inventory shortages or parts variances resulting from physical inventory.
• Performs daily and weekly reporting per SOP.
• Greets all new unit delivery, service, warranty and parts customers in a friendly, prompt and efficient manner.
• Answers service, warranty and parts questions over the phone and in person.
• Assists Receiving Department with the unloading, inspection and VIN verification of new units being delivered to the dealership by the manufacturer.
• Affixes bar code labels to units received and updates lot location in IDS.
• Maintains unit inventory status communication in IDS and assists with physical inventories.
• Prints daily unit delivery schedule to prepare for upcoming orientations.
• Conducts final PDI and inspect detailing of all units scheduled to deliver and provide instruction to address any issues with unit condition to Service outfitter and provides VIN verification to the BA.
• Confirms correct rigging and accessory mounting instructions against the work order.
• Prepares Owner‘s Delivery Packet and delivery documents in advance of time for pick-up.
• Explains unit and accessory operation, break in and maintenance procedures to customer.
• Assists service customers with documentation of concerns when scheduling service appointments in G2.
• Converts appointments to work orders and keep customers informed of estimates for needed repairs and progress toward their completion.
• Assists Store Leadership with the scheduling of work to be performed in the department.
• Remains up to date on product warranty policies and procedures.
• Assists with warranty repair authorization and related IDS work order creation, the receiving and sale of parts within the IDS dealer management system and the accepting parts and work order payments, compiling daily batch report and till reconciliation.
• Assists Management and BA to ensure no unit is released until payment is received in full.
• Maintaina a clean and professional work area.
• ALL OTHER DUTIES AS ASSIGNED.

EXPERIENCE/QUALIFICATIONS:

• Experience: 2-4 years in Retail Boating or a similar industry; Supervisory experience is a plus.
• High School education or equivalent experience

KNOWLEDGE, SKILLS, AND ABILITY:

• Ability to calculate figures such as discounts or percentages and make change to customers.
• Ability to communicate in a friendly and professional manner to our customers and other associates.
• Good phone etiquette.
• Ability to establish and maintain effective working relationships with Management, coworkers and customers.
• Ability to operate a computer and perform data entry functions. Marine knowledge is helpful.
• Ability to perform various functions within Dealership Management data entry system.
• Ability to read and analyze certain reports.
• Ability to effectively present information and respond to questions from Managers, associates, customers, and the public.
• Ability to conduct meetings and presentations to groups.
• Proficiency with PC-based word processing, spreadsheets, data-based management and electronic point of sale and inventory management systems.
• Demonstrate strong interpersonal skills.
• Ability to establish and maintain effective working relationships with co-workers, associates, customers and with the Corporate Staff.

TRAVEL REQUIREMENTS:

• N/A

PHYSICAL REQUIREMENTS:

• Regularly performs computer work, walks and stands.
• Able to work in and out of doors / in an un-airconditioned environment.
• Able to stand for extended periods.
• Occasionally sits and lifts, up to 50lbs.

INDEPENDENT JUDGEMENT:

• Performs duties within scope of general company policies, procedures, and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices.

Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more

Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at .