Sales & Dealer Support Manager

Essential Duties And Responsibilities

• Lead and manage daily service operations, including service technicians and customer support functions
• Serve as the primary escalation point for complex customer service and technical issues
• Ensure timely and accurate diagnosis, repair, and resolution of engine and parts-related concerns
• Develop and implement service processes that improve efficiency, turnaround time, and customer satisfaction
• Partner cross-functionally with Engineering, Production, Quality, and Parts teams to resolve product issues and drive improvements
• Oversee warranty claim processes, ensuring accuracy, compliance, and timely resolution
• Maintain strong relationships with dealers, distributors, and end customers to support service excellence
• Identify trends in product performance and communicate findings to leadership and engineering teams
• Maintain proper documentation of service activities, repairs, and customer interactions
• Promote and support a culture of safety, accountability, and continuous improvement
• Aid in developing training programs for internal teams and external partners (dealers/service providers)
• Manage service-related inventory coordination in partnership with the Parts team
• Support strategic initiatives to enhance the overall customer experience

Requirements

• Required Education and/or equivalent experience in mechanical, automotive, or marine-related field
• Proven experience in a service leadership role (automotive, marine, or industrial preferred)
• Strong technical knowledge of engines, mechanical systems, and diagnostics
• Demonstrated ability to lead teams and drive performance in a service environment
• Excellent problem-solving and root cause analysis skills
• Strong interpersonal and communication skills with the ability to build relationships with customers and internal teams
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and time management skills
• Customer-focused mindset with a commitment to delivering high-quality service
• Proficiency in service management systems and standard business software
• Ability to work independently and make sound decisions
• High attention to detail and commitment to accuracy
• Willingness to travel as needed
• Preferred Experience in marine engine service or related industry
• Familiarity with warranty systems and processes
• Lean Manufacturing / Six Sigma experience
• Experience working with dealer networks or field service organizations
• Techical certifications (ASE, marine certifications, etc.)