Level II Service Team Leader

About the role

The Level 2 Service Team Leader is responsible for coordinating the service, rigging, delivery and maintenance of inventory and customer boats. Responsibilities include working with the customer (either internal or external) to obtain the information required to perform the work on the boat, and following through to make sure the work is completed correctly the first time and in a timely manner.

Responsibilities

• Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians, and yard team, utilizing Service Scheduler, Boatyard, Boatcloud and other tools as required to generate and manage work orders.
• Utilize tools such as Boatyard, Boatcloud, and Hubspot to effectively manage work and customer communication.
• Coordinate service operations including scheduling and distribution of work for technicians and yard team, utilizing Service Scheduler, Outlook Calendar, Boatcloud, Boatyard, and other tools as required to generate and manage work orders.
• Create estimates consistent with customer needs.
• Ensure no work is performed without written, facsimile, or e‑mail authorization.
• Ensure proper check‑in of boats upon initial delivery by water or land; place service hang tags with customer name, date vessel arrives, work order number and promised completion date on all boats in our care, custody, and control, making tags easily visible.
• Utilize customer requests/complaints to determine need for repairs through water testing, mechanical testing devices, and technicians.
• Work with Service Advisors to obtain manufacturer and/or extended warranty approval in advance of repairs and take precautions to guarantee payment (e.g., pictures of work, returning replaced parts).
• Boat will not be released without full payment of existing A/R; work will not commence on any boat where customer has open A/R without General Manager approval.
• Schedule, coordinate, quality control and follow‑up on MarineMax approved sublet contractors before and after work is complete; no work commences before sublet receives a purchase order that clearly outlines the scope of job.
• Coordinate and oversee the installation of optional equipment and electronics.
• Inspect quality of work performed as required prior to delivery to the customer.
• Ensure continuous financial growth of department, develop and exceed budgets, manage expenses and department profitability.
• Effectively manage customer accounts receivable; keep customer AR under 60 days.
• If an estimate or scope of work changes, obtain customer authorization to proceed.
• Explain all work to be performed on each work order to technicians in a clear and concise manner; Service Advisor ensures tech’s total understanding.
• Hire, train, motivate, coach, monitor and evaluate the performance of all service team members.
• Train service/rig technicians to repair/rig boats in accordance with MarineMax standards and best practices.
• Coordinate technical and product knowledge training for service team and provide technical assistance as needed.
• Implement safe, effective and efficient work procedures.
• Maintain production reports on all service staff; verify production compensation earned and report to payroll department.
• Promote and fully participate in the MarineMax Safety Program; ensure a safe workplace free of hazards for all team members.
• Maintain a clean and professional facility and showroom/shop.
• Review and approve timecards and paid time off requests in a timely manner.
• Complete quarterly performance reviews for assigned team members timely.
• Supervisory responsibilities include interviewing, hiring, training and developing team members; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Consult with Human Resources to ensure all requirements are met before taking any employment actions.
• Continually “TopGrade” your team, working with Human Resources to manage any necessary changes.
• Avoid unnecessary expenses; all expenditures must receive prior approval from General Manager.
• Perform other duties as assigned.
• MarineMax and its subsidiaries uses E‑Verify, an Internet‑based system, to confirm the eligibility of all newly hired employees to work in the United States.