Job Details

Big Thunder Marine

Service Managing Director

Department: Service Job Status: Full-Time

FLSA Status: Salary Exempt Reports To: Director of Service

Amount of Travel Required: Frequent, local Positions Supervised: Service Team

In keeping with the mission and values of Big Thunder Marine, and the pledge to maintain our presence as the premier watercraft dealer at the Lake of the Ozarks, the Service Manager serves as the leader of the service and rigging departments. The Service Manager will ensure the continued growth and success of our company by focusing on clear communication and efficiency of the service team work flow. At all times the Service Manager's focus is to enhance our customer service experience and create lasting relationships with our clients.

Supervisory Responsibilities

• Oversee, plan and ensure execution of operations
• Assist with selecting and hiring new staff, recommend terminations and disciplinary actions
• Coordinate training and train new staff
• Coordinate and oversee the day-to-day workflow of staff in the department
• Ensure and enforce company policies as well as recommend improvements to company policies

Essential Functions Statement(s)

• Establish parameters for and schedule staff according to the weekly labor hours' budget. Revise as needed to control overtime and ensure adequate coverage is in place
• Review and interpret financial and operational reporting regularly, including labor and overtime reports, sales goals, and mystery shopper reports. Adjust accordingly and focus on driving results
• Establish weekly, monthly, and annual goals for each of the LOTO service departments. Hold each location department accountable to meet and exceed set goals. Assist each location in reaching its goals by providing training, reviewing, and offering support to staff members as needed.
• Promote a culture of service excellence by sharing best practices, establishing priorities, and providing support to all members of the Service team. Evaluate staff performance both on an ongoing, regular basis, as well as annually, to address and correct any areas of concern
• Promote cohesion among all service locations at LOTO to facilitate training, parts transfers, and scheduling needs.
• Working directly with each Manager at LOTO to communicate expectations, goals, and needs.
• Ensure that all processes and policies are followed consistently across all LOTO facilities, and that they are kept up to date and enforced throughout the department.
• Conduct consistent and thorough training of service staff to ensure they can adequately identify the features, components, and benefits of each product in our lineup. Focus on offering hands-on training and demonstrations that will allow team members to understand firsthand the products we offer
• Attract, hire, and retain a diverse team of top talent. Build a team that successfully represents the Big Thunder Marine brand by delivering exceptional service and driving client loyalty
• Familiarize yourself with our inventory of new, used, and brokered watercraft. Ensure new watercraft is inspected upon delivery, report any damage or deficiency to the manufacturer for repair or replacement
• Become proficient with Dockmaster and successfully guide team members in utilizing the system for their work. Ensure that billable hours and tech efficiency are entered correctly
• Proactively resolve customer concerns in a manner consistent with company policy, and with client satisfaction in mind; partner with the Director of Service to address elevated client issues
• Maintain all vehicles, facilities, equipment, and order repairs to the facility, and supplies as needed to keep them functioning properly for daily use.
• Maintain all necessary licenses, insurance, and contracts with manufacturers and other relevant parties as required. Included but not limited to service technician schooling, DOT renewals, service boat, and vehicle registration.
• Perform final walk-through to ensure the watercraft is in optimal condition before delivery
• You must be able to operate and navigate any size vessel in water safely. Must also be able to tow a trailer with a vessel over the road from a different location safely.
• Ensure client satisfaction upon delivery, or arrange immediate service to rectify outstanding issues

POSITION QUALIFICATIONS

Competency Statement(s)

• Accountability - Ability to accept responsibility and account for his/her actions.

• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.

• Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.

• Communication, Oral - Ability to communicate effectively with others using the spoken word.

• Enthusiastic - Ability to bring energy to the performance of a task.

• Customer Oriented - Ability to take care of the customers' needs while following company procedures.

• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.

Job Performance

• Job Quality: Accuracy, thoroughness, competence. Demonstrates a quality standard that reflects the degree of excellence associated with Big Thunder Marine. Maintain databases and update information as needed
• Job Quantity: Productivity level, time management, ability to meet deadlines. The ability to produce an acceptable amount of work within the parameters of schedules and time limits.
• Job Knowledge: Expertise and skill. Consistently maintains a high level of knowledge and/or technical skill for the position; can apply skills and knowledge to complete assignments and tasks with the utmost proficiency and competency.

Company Values

• Teamwork: Continuously works selflessly and collaboratively with all staff. Communicates well and is accountable for actions.
• Growth: Continuously strives to attain personal and professional growth through learning, development, and training opportunities. Shows initiative and is goal-oriented.
• Integrity: Consistently demonstrates honesty in words and actions. Strong moral principles and ethical behavior guide it.
• Fun: Always maintains a positive attitude. Is enjoyable to work with and understands the value of fun at work and for our customers. Is enthusiastic and conducts work in a customer-oriented manner, understanding that ultimately, we sell fun through the goods and services we provide.

Skills & Abilities

Education: High School Diploma or GED is required; Post-secondary education is desired

Experience: 4-6 years' marine sales and/or service experience preferred

Computer Skills: Must be proficient with Microsoft Excel and Google Docs. Experience with CRM systems, BoatWizard and DockMaster, is valued.

Certifications & Licenses: Must possess, or have the ability to obtain, a Class E driver's license and a Missouri Boater License; Class A or B is desired.

Work Environment

Typical office environment with a moderate noise level when working indoors. The outdoor and marine environment may contain uneven and slippery surfaces. Noise level may increase substantially upon interaction with watercraft.

Custom Motorsports & Marine has the following benefits programs available to eligible employees:
• 401(k) Savings Plan
• Bereavement Leave
• Health Insurance
• Holidays
• Jury Duty Leave
• Life Insurance
• Supplemental Life Insurance
• PTO Benefits
• Vision Care Insurance
• Witness Duty Leave
• Continuing Education
• Discounted equipment rentals
• Employee Purchase Program