Department:  Service; Waretown, NJ

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.

Big Thunder 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

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 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
• 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
• Conduct consistent and thorough training of service staff to ensure they can properly 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 manufacturer for repair or replacement
• Become proficient with Dockmaster, be able to successfully guide team members to utilize the system for their work. Ensure billable hours and tech efficiency is entered correctly
• Proactively resolve customer concerns in a manner consistent with company policy, and with client satisfaction in mind; partner with General Manager to address elevated client issues
• Maintain the performance shop and order repairs to facility, and supplies as needed.
• Perform final walk through to ensure watercraft is in optimal condition prior to delivery
• Ensure client satisfaction upon delivery, or arrange immediate service to rectify outstanding issues

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 updating information as needed
• Job Quantity: Productivity level, time management, ability to meet deadlines. The ability to produce an acceptable amount of work within the parameter 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 in a selfless and collaborative manner 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. Is guided by strong moral principles and ethical behavior.
• 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 manner that is customer oriented, 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 drivers and MO boaters license          

Work Environment

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

Big Thunder Marine has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate. 

Big Thunder Marine is an Equal Opportunity employer. Personnel are chosen on the basis of ability without regard to race, color, religion, sex, national origin, disability, marital status or sexual orientation, in accordance with federal and state law.