Service Manager at OneWater Marine in Huron, OH

Job description

POSITION SUMMARY OneWater 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. ESSENTIAL DUTIES AND RESPONSIBILITIES Duties Supervise and coordinate the daily activities of service technicians, writers, and support staff to ensure efficient workflow and timely job completion. Performs detailed write-up of customers concerns and incorporate required work utilizing “Complaint, Cause & Correction” on each repair order and provide timely estimates for customer approval. Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner. Effectively communicates with customers on a timely basis, keeping the customer proactively informed of the status and completion of their repairs. Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation. Manage service staff. Continuously coach and train team members to maintain high technical and customer service standards. 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. Recruit, hire and, when necessary, terminate service personnel. Serve as the primary escalation point for customer concerns. Ensure high levels of satisfaction through proactive communication, transparency, and prompt service. SKILLS 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. QUALIFICATIONS / REQUIREMENTS 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, DockMaster). Strong computer literacy with Microsoft Office (Word, Excel, Outlook). PHYSICAL DEMANDS 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. Using the rating scale below, indicate how often the following physical activities and environmental conditions are required/present in performing the Essentia