Hagadone Marine has an exciting career opportunity on our Management team. We are hiring a Service Manager to oversee our entire service department and ensure that our customers have the "Best on Water Experience" possible! We are conducting interviews for this position NOW!
This job is an ideal way for someone in the industry to have a chance to work for one of the best and fastest growing marine sales and service organizations in the United States. As the Service Manager you will be responsible for the entire service department including directing, recruiting, coaching, and motivating the team consisting of Transportation, Service Production, Service Advisors, Parts, Fiberglass, Detail, and Woodshop departments.
The Service Advisor is responsible for understanding, managing, developing and auditing processes, policies and systems to increase customer loyalty, sales and efficiencies. This position has authority responsibility and accountability for the following areas: budgets, business plans, key metrics, operations policy and procedures; employee management, and strategic direction. The position requires a person who embodies the Company values and someone who, in action, acts as an Executive role model.
Hagadone Marine offers some of the best compensation packages in the industry. Our multi-faceted and diverse group of marine operations means there is always a path for advancement for hard-working and qualified team members. The benefit package is on par with other large corporations and includes; medical, dental, vision, 401k plan and life insurance.
Ideal applicants would have experience in general service writing with any experience in the retail marine industry a big plus.
Our core values make us who we are here at Hagadone Marine Group - work hard, play hard! As we change and grow, our company beliefs still stay the same - we always put our customers and team members first. We pursue excellence, embrace change, act with integrity and have just plain FUN. Being a part of Hagadone Marine Group means being a part of a thriving culture and loving everything and anything water related. Find out more about our Team & Culture here: www.hagadonemarine.com/team-culture/
Benefits: 401(k), 401(k) matching, Dental insurance, Disability insurance, Employee discount, Flexible spending account, Health insurance, Life insurance, Paid time off, Retirement plan, Vision insurance,
Pay: DOE - this is a salaried position Sign on bonus Relocation assistance for qualified candidates
Responsibilities by Function:
Generate revenue through sales of storage, parts and labor: production, warranty, and woodshop.
Monitor and approve department expenses.
Analyze and monitor day-to-day operation through inventory control, labor and cost calculations, budget analysis and forecasting, staffing levels, work order auditing, etc. to insure maximum profits.
Establish and maintain methods of tracking productivity, efficiency and work quality and monitor on a consistent basis for the departments: wood, service, detail, and fiberglass.
Establish annual budgets, in conjunction with the General Manager. Prepare and execute plans to attain budgets.
Maintain a 30 day account receivables and manage the process of anything outstanding. This should be evaluated weekly with service advisors.
Maintain daily storage reports for Hagadone Boat Storage in the Fall.
Maintain the work in progress (WIP) to less than 30 days with the exception of winter work scheduled after fall service.
Manage the Parts Department with breakage at a 1% or less of total sales.
Conduct and manage parts inventory monthly cycle counts and year-end inventory controls.
Execute and carry out the company strategic plan, vision, and mission.
Supervision of overall team with recruitment, selection, orientation, training, staffing levels and pay plans including incentives and fringe benefits (i.e., schedule, interview, hire, train, coach, motivate for optimum performance).
Manage, develop and execute annual plans for training programs and development opportunities for all team members, including but not limited to technical schools, industry conferences, webinars, etc.
Maintain department daily, weekly, and monthly team member internal work schedule.
Attend weekly department head meeting and give reports as needed or requested.
Maintain, by month, hourly service report cards for production of hourly team members.
Hold weekly team meetings with an agenda and copious notes. Keep on file annually.
Utilize job descriptions, including performance criteria, to communicate expectations, monitor and measure individual employee effectiveness; Provide constructive feedback to employees on an ongoing basis as needed and during the formal Appraisal Process. Conduct team member performance reflections with all hourly staff and department managers.
Ensure annual performance reflections and report cards are completed for all service personnel.
Mentor middle managers on the expectations of their role, goals, objectives, and company and customer expectations.
Manage internal team member surveys and react to the needs of team members to conduct their jobs in the most efficient and effective manner.
Maintain technical bulletins and special tools to increase technician efficiency and improve “Fix It Right The First Time” performance; Audit Technician performance to ensure all techs are adequately trained and able to complete their job requirements
Team building and promote inter-departmental relationships between sales and service.
Develop and train staff on proper phone etiquette in Service and Parts.
Maintain neat, clean, organized, stocked and professional service facilities up to the Hagadone reputation and standards.
Sales & Customer Relations
Establish appointment and work scheduling systems, and train personnel in their use;
Ensure prompt response to customer inquiries on status of repairs and explore ways to better serve customers. Resolve customer complaints, concerns and suggestions.
Ensure completed repairs are delivered promptly to customers after service is performed and customers are contacted within 2 days for proper follow-up.
Develop ways to communicate with customers to maintain a “personalized environment” and obtain feedback to monitor customer satisfaction.
Maintain customer satisfaction processes on manufacturers CSI programs across all brands to a minimum of 90%.
Maintain warranty claim, processing procedures that permit prompt settlement, simplified tracking/control of payments; and support the interest of the dealership and customers;
Ensure the quality of prep work in advance of delivery, and establish an effective introduction to the service process for buyers
Coordinate with the Parts Manager to ensure that all Special Order parts are ordered promptly and followed up
Manage and follow up on all internet and internal customer reviews and surveys.
Create marketing campaigns to ensure maximum spring, fall service, and specials and options for all boats. Implement effective advertising and merchandising programs to increase repair traffic and sales per repair order; Ensure that maintenance and repair pricing is consistent with competitive practices
Company Boat Show Responsibilities / on-off site sales promotions & Customer Appreciation Events – coordinate service team’s responsibilities and schedules.
Superior execution of high product quality, attentive, responsive and attractive service staff and warm, fun atmosphere
Knowledge of customer boats and service needs.
Ability to do all facets of a service work order request and ensure that all work tickets are completed and billed timely and accurately.
Ability to implement and maintain effective standardized systems all encompassing for all service performed on customer boats.
Initiate housekeeping, safety and security procedures that result in a safe and attractive work environment.
Performs other related duties as required
Hagadone Marine Group represents The Hagadone Corporation's nautical business interests in retail boat sales, service, construction, storage, and recreation throughout North Idaho, Spokane, Western Montana and the Inland Northwest
Able to work an average of 50 hours per week.
Able to work a variety of shifts, which include weekends, nights, days, and holidays.
Able to walk and stand on your feet 8 to 12 hours at a time.
Able to walk on tile, carpet, and up and down stairs.
Able to work in inclement weather conditions.
Able to react to changing demands to meet business and customer needs.
Work for Hagadone Marine! We take pride in having the finest team of people in the boating industry, including sales, service, detailing, repair, wood working, marina staff, and more. If you appreciate working in a marine environment with a group of talented people for a company where excellence is a way of life, we would love for you to appy!