Service Operations Manager

5 days ago

Palm Harbor, Florida, United States Factory Direct Marine & RV Full time

Job Title: Service Operations Manager

Job Summary:

Factory Direct Marine & RV is seeking an experienced Service Operations Manager to oversee all service staff and ensure employees are following standard operating procedures. The ideal candidate will have a minimum of 2 years management experience in a related field, excellent verbal and written communication skills, and the ability to prioritize work according to status.

Responsibilities:

  • Hire and recruit personnel
  • Oversee all service staff and ensure employees are following standard operating procedures
  • Train new service employees and help them understand company policies and procedures
  • Create a schedule for all service staff to cover hours of operation
  • Manage company vehicle and building maintenance to ensure safety of employees
  • Monitor/review employees' work levels/performance and adjust schedules accordingly
  • Provide excellent customer service by going above and beyond customers' expectations
  • Immediately handle any escalated issues in a thorough and timely manner
  • Help answer phones and assist service customers with individual needs
  • Oversee appointment scheduling to ensure work is not overbooked
  • Assign work to technicians in a timely manner
  • Open/close work orders with detailed information and keep up-to-date
  • Follow-up with technicians and Parts Department to ensure warranty parts are tagged and returned, parts are received and distributed to correct jobs, and that correct parts are ordered for jobs
  • Ensure employees are getting pre-approval from Warranty companies before starting work
  • Follow-up with customer to let them know status of unit, ensure they are updated every 2-3 days that the unit is in service by service writers
  • Check work on units to verify a quality and satisfactory job well done; inspect what you expect
  • Keep and maintain a clean and safe work environment
  • Up-sell services and accessories to customers
  • Responsible for profitability in all cost centers associated with service, parts, shop, body shop, and warranty

Requirements:

  • Minimum 2 years management experience in a related field
  • Able to answer multi-line phones
  • Excellent verbal and written communication skills between customers & employees
  • Organized and able to prioritize work according to status

Benefits:

  • 401k
  • Health insurance
  • Vision insurance
  • Dental insurance
  • Paid time off

Equal Opportunity Employer: Factory Direct Marine & RV is an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Security and Protection of Personal Information: Factory Direct Marine & RV takes security and protection of your personal information very seriously. Please be aware of individuals that might approach you by falsely presenting themselves as our employees or representatives. Under this false pretense, they might try to gain access to your personal information or to acquire money from you by offering fictitious employment opportunities on our behalf.

Job Requirements: Factory Direct Marine & RV will never ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. If you are being asked to pay for equipment fees or some other deposit or application processing fee, even if claimed you will be reimbursed, this is not Factory Direct Marine & RV. These claims are fraudulent, and you are strongly advised to exercise caution when you receive such an offer of employment.

Warning Signs: The offer or claim will probably be in the form of an email sent from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official Factory Direct Marine & RV rise email address = (@FDMRV.COM). Please take extra caution while examining such an email address, as the scammers may misspell an official Factory Direct Marine & RV email address and use a slightly modified version duplicating letters.

Reporting Fraud: Factory Direct Marine & RV will not be held liable or responsible for any claims, losses, damages or expenses resulting from the scammers. If you suspect a position is fraudulent, please contact Factory Direct Marine & RV Talent Acquisition aT Bjones@fdmrv.com. If you believe you are the victim of fraud resulting from a job listing, please contact your local authorities.

Important: NEVER:

  • Never provide personal or bank information over email or phone
  • Never take cashier's checks or money orders as a form of payment, as your bank will hold you accountable for any bounced checks.
  • Never wire funds to an employer. Any employer who requests wire funds is a scam.
  • Never apply for a job listed by someone from another country.
  • Never apply for a job with someone who indicates they are away on business or out of the country and need someone to begin with right away.
  • Never agree to a background check unless you have met employer in person, and do not provide your personal information over email or phone.
  • Never apply to a position that is emailed to you unsolicited.

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