"EVERYONE IS FAMILY IN OUR HAUS"
Company Vision
Bringing family and friends together to have fun and create memories.
Mission
The Service Manager is responsible for delivering exceptional service standards across customer engagement, timeliness, and quality of repairs. This role leads the Service Department to consistently achieve profitability and revenue goals through daily oversight, coaching, training, and the implementation of strategic growth initiatives. They also serve as the primary escalation point for complex customer service matters.
Outcomes
Successful candidates will:
- Ensure a world-class service and repair experience is delivered by the entire Service team to both internal and external customers
- Oversee profit and loss reporting, monitor labor and supply costs, identify trends, and establish daily, weekly and monthly gross profit, net profit, and revenue targets
- Provide consistent leadership and communication to staff through daily huddles, weekly collaborative meetings, and one-on-one coaching sessions
- Continuously evaluate and improve workflow and staff proficiency
- Monitor Service Technician productivity and efficiency, including clocked hours, flagged hours, and billable/payable service hours
- Manage and successfully resolve unusual and/or aging warranty claims that have escalated beyond Warranty Administrator’s authority
- Manage complex and aging warranty claims that exceed the Warranty Administrator’s authority
- Post Technician and Detailer production daily for payroll purposes; review and correct timekeeping records weekly to ensure timely and accurate compensation
- Conduct detailed repair order reviews to assess Service Advisor performance; implement corrective actions as needed
- Identify and implement improvements that enhance organization reputation and add measurable value to departmental performance
Supervisory Responsibilities
This position supervises the Service Advisors, Warranty Administrator, Shop Foreman, Service Technicians, and Service Department Receptionist. Responsibilities include making hiring recommendations; instructing and training in work methods; planning, scheduling and assigning work; checking and approving work; evaluating performance; and recommending disciplinary actions regarding unsatisfactory employees.
Qualifications
- High school diploma
- 5 years combined experience in customer service and mid-level management or leadership roles
- 2 years of experience in the vehicle, marine, powersports, and/or RV service industry preferred
- General knowledge of, or experience with, RV, marine, or powersports equipment and accessories helpful
Competencies
- Outstanding interpersonal and verbal communication skills for effectively engaging customers and coaching employees to improve performance
- Good math, computer and data entry skills
- Ability to adjust to changing priorities through efficient and productive planning, organizing, scheduling, and budgeting
- Demonstrated ability to collaborate with peers and management to build strong, cooperative working relationships
Physical and Environmental Conditions
- Talking and hearing, repetitive hand motion, using hands to grasp, crouching, and reaching with arms/hands, are required. May occasionally use ladders to access hard to reach areas.
- No exposure to adverse environmental conditions; work is performed in a typical office environment.
Disclaimer
- All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
- This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job related instructions and to perform any other job-related duties requested by their supervisor.
- The company reserves the right to add to/revise an employee's job duties at any time at its discretion.
- This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship
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