Marine Service Manager

3 weeks ago

Annapolis, United States Oasis Marinas Full time

**About Us**: Founded in 1990 and based in Annapolis, Maryland, Diversified Marine Services and Bay Shore Marine are the premier marine service providers in the Chesapeake Bay region. We specialize in marine engines and mobile yacht service, including maintenance, repairs, installations, restorations, and refits for all makes and models up to 130' in length. With multiple locations, 12,500 sq ft of workshop/office space, two restoration facilities, a fleet of 23 fully outfitted service vehicles, and a team of 50+, we offer the most comprehensive in-house yacht service in the region. Now part of the Oasis Experiences family, we are poised for extensive growth to support over 55 marinas across the United States. Our reputation for being the best marine service company to work for has been the greatest driver of our success.

**Role Overview**: As our Service Manager, you will be responsible for managing the day-to-day operations of our service department. You will ensure that all marine service and repair tasks are performed efficiently, timely, and to the highest standards of quality and customer satisfaction. Leading a team of skilled technicians, you will coordinate with other departments and maintain strong relationships with customers and suppliers.

**Key Responsibilities**:

- ** Operational Management**: Effectively manage the service department to ensure team objectives and financial goals are achieved.
- ** Industry Expertise**: Display extensive working knowledge of industry standards and practices, including product details and company services offered.
- ** Customer Service Excellence**: Offer exemplary customer service, maintain customer relationships, ensure repeat customers by upselling appropriate products and services, and handle customer concerns or complaints quickly and professionally.
- ** Administrative Support**: Assist with or perform necessary administrative tasks.
- ** Regulatory Compliance**: Develop a working knowledge of industry regulations, restrictions, and laws, ensuring the service department adheres to all regulations.
- ** Team Coordination**: Coordinate with the centralized service desk/CS team for daily activities and collaborate to improve overall team performance and customer satisfaction.
- ** Talent Development**: Participate in talent acquisition, enhance training programs, and ensure continuous development from apprentices to master technicians.
- ** Quality Assurance**: Monitor service issues and client complaints to identify patterns and reduce recurring issues. Regularly audit work and customer service to ensure all standards are met and repair work is carried out effectively and thoroughly.
- ** Sales Support**: Assist with the sales process by providing support to the CS Team during order entry and acting as a liaison between technicians and customers.
- ** Product Knowledge**: Stay updated with product information and accurately describe service and product features and benefits.
- ** Policy Adherence**: Follow all company policies, procedures, and processes.

**Qualifications**:

- Previous service experience in the marine industry is a plus.
- A & B Level Marine Technician experience.
- 2+ years of experience with marine engines.
- Comprehensive industry knowledge is a plus.
- Strong customer-facing skills with excellent written and verbal communication.
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
- Strong troubleshooting and creative problem-solving abilities.
- ABYC Master Technician certification preferred.
- Degree in Business or Administration preferred.
- High energy, action-oriented, and entrepreneurial leader.
- Natural relationship builder with the ability to get things done in an evolving environment.
- Self-starter mentality with a collaborative approach.
- Attention to detail with good business judgment and exceptional maturity, diplomacy, and communication skills.
- Integrity beyond reproach and the ethical soundness of a true leader.
- Ability to influence others and implement change while formalizing processes.

**Why Join Us?**
- ** Dynamic Work Environment**: Experience a fast-paced, evolving industry with new challenges and opportunities every day.
- ** Leadership Role**: Lead a team of skilled professionals and make a significant impact on our company's success.
- ** Growth Opportunities**: Enjoy personal and professional growth within our expanding company.
- ** Customer-Centric Focus**: Be part of a company that prioritizes customer satisfaction and high-quality service.

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