Service Manager

With over 25 years of dedicated service, Laborde Products stands at the forefront of marine engine distribution, committed to delivering excellence across the Southeast, up through the Great Lakes, and along the East Coast. Headquartered in Covington, LA and with branches in Deer Park, TX and Paducah, KY, we are your trusted partner in marine propulsion, featuring top brands like Mitsubishi, Steyr Motors, Yanmar and Scania Marine.

The Service Manager is a hands‑on leader responsible for all service operations at the Covington location. This role demands technician excellence, rapid customer response, and ongoing improvement. The Service Manager is highly visible and engaged; supporting technicians, responding to customer needs immediately, and building a trusted service team. The Service Manager must be responsive, decisive, and focused on maximizing customer uptime by developing top‑tier technicians and quickly removing obstacles.

Laborde prioritizes growth, investing in leaders who develop people, drive performance, and take ownership of results.

Success in this role requires technical credibility, exceptional customer service, urgency, accountability, clear communication, and fostering a positive, high‑performance culture aligned with Laborde’s values.

• Lead and manage all service operations for the respective service location.
• Directly manage technicians, ensuring accountability, productivity, and safety.
• Maintain compliance with safety standards, environmental regulations, and Laborde Products’ policies and procedures.
• Manage Daily assignments through scheduling, prioritizing and dispatching service work including diagnostics, scheduled maintenance, rebuilds, and emergency field service.
• Maximize technician utilization while maintaining high‑quality workmanship and high standards.
• Actively support technicians in the field and shop to resolve urgent or complex service issues.
• Promote and ensure technician training, cross‑training, certification, and professional development.
• Serve as the primary point of contact for service customers and key accounts, ensuring clear and proactive communication for service work in progress and developments.
• Handle customer escalations with urgency, professionalism, and solutions‑based decision‑making that promote the Laborde/customer partnership mindset.
• Ensure customers receive timely updates and immediate action when service needs arise.
• Develop, implement, and continuously improve service department processes, procedures, and SOPs that align uniformity across all Laborde Products’ Service Branches, and other departments.
• Responsible for accurate service billing, warranty documentation, payroll approvals, reporting, and expense management.
• Develop departmental KPIs, goals, annual billing rates and budgets in collaboration with Leadership.
• Develop and maintain vendor and OEM relationships to ensure communication of warranty programs, service bulletins, and product improvement initiatives remains up to date.
• Coordinate with Accounting to ensure timely and accurate processing of warranty claims.
• Ensure the service vehicle fleet is properly maintained, compliant, and ready for dispatch through collaboration with Facilities Management.
• Coordinates challenges and reoccurring issues with Technical Services, Procurement and Engineering to execute product and service improvement.

• Minimum 5 years of leadership experience
• Mechanical or Technical background with strong understanding of propulsion systems and diagnostics.
• Proven experience managing technicians in a field service and/or shop environment.
• Strong customer service skills with the ability to build trust and long‑term relationships.
• Highly organized, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.

• Commercial marine engine or marine power systems experience.
• Experience managing warranty programs and vendor relationships.
• Familiarity with service management systems, ERP platforms, or dispatch software.

• This position is expected to work eight‑hour days, Monday - Friday and will include…