Service Manager in Royal Oak, Maryland

Service Manager

Our client, a respected marine service and boatyard operation in Oxford, Maryland, is seeking an experienced Service Manager to lead service operations and deliver an exceptional customer experience. This role serves as the primary point of contact for vessel owners throughout the service process, from estimating and project planning through completion and invoicing. The ideal candidate combines strong customer relationship skills with technical service knowledge, project coordination experience, and a commitment to quality.

This position plays a critical role in driving service department growth while ensuring projects are completed safely, efficiently, and to the highest standards.

• Serve as the primary liaison between customers and service operations.
• Develop and maintain strong relationships with existing and prospective customers.
• Evaluate customer service and maintenance needs and recommend appropriate solutions.
• Communicate project status, timelines, costs, and scope changes throughout the repair process.
• Coordinate vessel delivery, service scheduling, and customer pickup.

• Prepare accurate estimates for vessel repairs, maintenance, upgrades, and related services.
• Identify opportunities to expand service offerings and generate additional revenue through value-added recommendations.
• Obtain customer approval for change orders, additional work, and revised project scopes.
• Support business development efforts through customer outreach, industry events, and boat shows as needed.

• Create and manage detailed work orders, including labor, materials, equipment, and scheduling requirements.
• Coordinate with yard supervisors and department leaders to allocate resources and meet project deadlines.
• Monitor project progress to ensure timely completion and effective communication among all stakeholders.
• Conduct on-site vessel inspections and assessments as required.

• Perform final inspections and quality reviews prior to customer delivery and invoicing.
• Ensure all work meets company standards for safety, workmanship, and customer satisfaction.
• Resolve customer concerns promptly and professionally.

• Maintain accurate service records, estimates, work orders, and project documentation within the company's ERP/MRP system.
• Generate service reports, invoices, and related documentation.
• Track project profitability and service department performance metrics.

Required

• 3+ years of experience in a service management, service advising, project management, estimating, or customer-facing operations role ideally in a marine, boatyard, shipyard, yacht service, automotive service, heavy equipment, or similar technical service environment.
• Proven experience managing customer relationships and multiple projects simultaneously.
• Strong estimating, budgeting, and organizational skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office, including Word and Excel.
• Ability to work independently, make sound decisions, and solve problems effectively.

Preferred

• Experience estimating labor, materials, and project costs.
• Familiarity with ERP, MRP, or service management software (MOLO experience is a plus).
• Bachelor's degree in Business, Marine Operations, or a related field.

• Customer satisfaction and retention.
• Service department revenue growth and profitability.
• Accurate estimating and project management.
• On-time project completion.
• Quality workmanship and minimal rework.

• Combination of office and active boatyard environments.
• Frequent walking throughout the yard and vessel inspection areas.
• Occasional lifting, climbing, and boarding vessels may be required.
• Availability for occasional evenings and weekends based on customer and operational needs.