Factory Direct Marine & RV is looking for an experienced Service Manager. The ideal Service Manager will have a minimum of 3 years management experience, technical knowledge, ability to multitask in a fast-paced environment, be very well-organized, able to read and analyze profit and loss statements, and strive for profitability in all aspects of service, parts, and warranty.

JOB REQUIREMENTS

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

• Hire and recruit personnel
• Oversee all service staff and make sure 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 make sure 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.
• Make sure 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.