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Parts and Service Operations Manager

2 months ago

Islamorada, Florida, United States Boaters World Marine Centers Full time
Job Overview

The role of the Parts and Service Operations Manager is pivotal in enhancing customer satisfaction at Boater's World Marine Center. This position is dedicated to cultivating and reinforcing relationships with our clientele through outstanding service and effective parts management. The ideal candidate will ensure a professional and customer-focused environment that encourages trust, inspires confidence, and drives repeat business.

Key Responsibilities:

Customer Engagement

  • Uphold a polished and professional demeanor.
  • Build strong customer relationships by providing a superior service experience.
  • Assist customers across all departments, including sales, service, and parts.
  • Maintain an organized and tidy workspace.
  • Deliver exceptional customer service by efficiently managing incoming calls and inquiries.

Service Coordination

  • Assess marine vehicle issues by actively listening to customer concerns and performing thorough inspections.
  • Comply with all company policies and local regulations regarding service order processing.
  • Generate precise estimates by calculating costs for materials, supplies, and labor.
  • Prepare detailed service orders, documenting symptoms and required repairs, and obtain necessary approvals.
  • Keep customers informed about the status of their service requests, including completion timelines and additional approvals.

Parts Oversight

  • Assist customers in quickly and accurately locating parts and accessories.
  • Encourage the sale of complementary products to enhance customer satisfaction.
  • Input customer details and sales transactions into the dealership management system.
  • Ensure a clean and organized workspace that is presentable to the public.
  • Manage vendor orders and maintain inventory according to established guidelines.

Team Leadership

  • Schedule and delegate tasks to technicians, monitoring their progress to ensure timely job completion.
  • Collaborate with the parts department to secure necessary components for service jobs.
  • Enhance technician productivity through performance evaluations and coaching.
  • Process warranty claims and uphold company standards and policies.
  • Establish and track monthly profitability targets to ensure departmental success.

Qualifications:

  • Demonstrated leadership capabilities with a focus on maintaining positive relationships with customers, colleagues, and suppliers.
  • In-depth knowledge of outboard engines and general marine products.
  • Ability to learn and navigate new software systems while adhering to established protocols.
  • A minimum of 3 years of experience in a Parts or Service Management role is essential.
  • Experience with a Dealership Management System is required; familiarity with Lightspeed is advantageous.
  • Highly organized, detail-oriented, and a collaborative team player with strong supervisory skills.

Working Environment:

  • Combination of shop and office settings with potential physical hazards.
  • Willingness to work beyond standard hours as needed.

Physical Demands:

  • Ability to sit for extended periods.
  • Capability to lift up to 50 lbs.
  • Regularly kneel, bend, and reach for items on high shelves.

Benefits:

  • 401(k) plan
  • 401(k) matching
  • Dental coverage
  • Employee discounts
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision coverage