Service Manager

Position Summary

One Water Marine is seeking a highly motivated and experienced Service Manager to lead and oversee all aspects of our service department. This individual will be responsible for the daily management of the service team, driving departmental profitability, and ensuring an exceptional customer service experience. The ideal candidate will have strong leadership skills, technical knowledge of marine services, and a passion for team development and operational excellence.

• 40% – Supervise and coordinate the daily activities of service technicians, writers, and support staff to ensure efficient workflow and timely job completion.
• 30% – Manage service staff. Continuously coach and train team members to maintain high technical and customer service standards.
• 10% – Monitor department profitability, manage labor efficiency, review repair order accuracy, and implement competitive pricing strategies to meet business objectives. Analyze departmental performance metrics and implement process improvements to increase productivity and customer retention.
• 10% – Recruit, hire, and, when necessary, terminate service personnel.
• 10% – Serve as the primary escalation point for customer concerns. Ensure high levels of satisfaction through proactive communication, transparency, and prompt service.

• Team Management:
  Demonstrated ability to lead, mentor, and hold service teams accountable for performance, professionalism, and productivity.
• Customer Service:
  Strong interpersonal and communication skills with a focus on delivering top-tier customer experiences and managing expectations effectively.
• Workflow Management:
  Expertise in coordinating service scheduling, technician dispatch, job tracking, and deadline management to ensure efficiency and on-time delivery.
• Quality Control:
  Ability to review completed work for accuracy and safety, ensure compliance with OEM and warranty requirements, and implement continuous improvements.
• Financial Management:
  Solid understanding of departmental financials including labor margins, service pricing, invoicing, and cost control to meet budgetary objectives.

• Minimum of 5 years in service operations, with at least 2 years in a supervisory or management role.
• Marine industry experience preferred; related industries (automotive, powersports, RV) also considered.
• Education:
  • High school diploma or GED required.
  • Technical certification or associate degree in marine technology or service management is a plus.
• Certifications:
• OEM certifications (e.g., Yamaha, Mercury, Volvo Penta) preferred.
• Valid driver’s license required; boating license as applicable by state.
• Technology Proficiency:
• Proficient in Dealer Management Systems (e.g., Lightspeed, Dock Master).
• Strong computer literacy with Microsoft Office (Word, Excel, Outlook).

Use the table/checklist below to indicate what is required of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

C = Constantly, F = Frequently, O = Occasionally, R = Rarely

• Remaining in a stationary position, often standing or sitting for prolonged periods – F
• Repeating motions that may include the wrists, hands and/or fingers – F
• Moving about to accomplish tasks or moving from one worksite to another – F
• Operating motor vehicle – R
• Communicating with others to exchange information – F
• Assessing the accuracy, neatness and thoroughness of the work assigned – C
• Hearing – C
• Talking – C
• Seeing – C
• Eye/Hand/Foot Coordination – O

Use the table/checklist below to indicate the environmental conditions and physical demands of the position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• No adverse environmental conditions expected – X
• Poor…