Level II Service Team Leader

Level II Service Team Leader – Marine Max

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The Level II Service Team Leader is responsible for coordinating the service, rigging, delivery, and maintenance of inventory and customer boats. Key duties include working with the customer (internal or external) to obtain the required information, ensuring that work is completed accurately the first time, and delivering the work in a timely manner.

• Oversee day‑to‑day service operations, including scheduling and distribution of work for service advisors, technicians, and yard team, using Service Scheduler, Boatyard, Boatcloud, and other tools.
• Utilize tools such as Boatyard, Boatcloud, and Hub Spot to manage work and customer communication.
• Create estimates that reflect customer needs; no work may begin without written, facsimile, or e‑mail authorization.
• Ensure proper check‑in of boats upon delivery; place service hang tags with customer name, arrival date, work order number, and promised completion date on all boats in our care.
• Use customer requests/complaints to determine the need for repairs through water testing, mechanical testing devices, and technicians.
• Work with Service Advisors to secure manufacturer and/or extended warranty approval before repairs; take precautions to guarantee payment, including photographs of work and return of replaced parts.
• Prevent boat release without full payment of all accounts receivable.
• Prevent work from starting on any boat with open accounts receivable without General Manager approval.
• Schedule, coordinate, and perform quality control on Marine Max‑approved sublet contractors before and after work; no work begins before the sublet receives a purchase order that outlines the scope of work.
• Coordinate and oversee installation of optional equipment and electronics.
• Secure invoice from sublet vendor for each advisor.
• Inspect the quality of work performed before delivery to the customer.
• Drive continuous financial growth of the department, developing and exceeding budgets, and managing expenses and profitability.
• Maintain customer accounts receivable under 60 days.
• Obtain customer authorization if an estimate or scope of work changes.
• Ensure each technician receives clear, concise instructions from the Service Advisor.
• Hire, train, motivate, coach, monitor, and evaluate all service team members.
• Train service/rig technicians to repair/rig boats per Marine Max standards and best practices.
• Coordinate technical and product knowledge training for service team and provide technical assistance as needed.
• Implement safe, effective, and efficient work procedures.
• Maintain production reports; verify production compensation and report to payroll.
• Promote full participation in the Marine Max Safety Program and ensure a hazard‑free workplace.
• Maintain a clean and professional facility, showroom, and shop.
• Review and approve timecards and paid time off requests promptly.
• Complete quarterly performance reviews for assigned team members in a timely manner.
• Perform all supervisory responsibilities: interviewing, hiring, training, planning, assigning, directing, appraising, rewarding, disciplining employees, and resolving complaints.
• Consult with Human Resources to ensure all requirements are met before employment actions.
• Continuously “Top Grade” the team, working with Human Resources to manage any necessary changes.
• Avoid unnecessary expenses; all expenditures must receive prior approval from the General Manager.
• Other duties as assigned.

• Internal/external customer satisfaction (FANS).
• Turnaround time and effectiveness of completed repairs.
• Service department gross profits.
• Timeliness and accuracy of paperwork.
• Safety records.
• Ongoing training programs for service staff.
• Technician productivity.
• Collection of payment for services provided.
• Positive working relationships with colleagues.
• Positive working relationships with vendors.
• Recruiting, hiring, retaining, training, and topgrading direct reports.
• Marine Max and its subsidiaries use E‑Verify, an Internet‑based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E‑Verify, including your rights and responsibilities.

Mid‑Senior level

Full‑time

Other

Retail