Service Manager Retail

Job Description

Job Description

Position Summary:

The Retail Service Manager, reporting to the Director of Retail Work, is responsible for generating new revenue supporting our clients for refit and repair projects and the ordinary maintenance of their boats. Meeting potential clients, and/or their representatives, understand their needs, evaluate the repairs and the services requested, provide them with quotations and project schedule. Proactively advise them about services and repairs that should be performed on their vessels. Be the liaison for the clients until the completion of the project. In coordination with the Service Yard Manager/Foreman, this position will be involved with planning, scheduling, coordinating contractors, directing, and evaluating the repair and service of retail jobs. The Retail Service Manager will also develop the business by acquiring new clients not only within the Ferretti Group brands, but from other brands as well. With the purpose to acquire new projects, this position shall establish weekly meetings with our sales and warranty management teams.

Duties and Responsibilities – Essential Functions

• Support the organization in developing new service products and new business opportunities
• Responsible for generating quotations, ensuring that the right marginality is always met.
• Manage the refit and retail projects at the yard and/or at the client’s preferred location.
• Responsible for overseeing a team of technicians and subcontractors on site or at the client’s preferred location, including performance management and coaching.
• Develop, implement, and manage cross-functional, fully integrated planning, scheduling, and reporting process.
• Assigns work order tasks to technicians and subcontractors so that each task is completed in the most cost-efficient manner.
• Available to perform inspection of clients’ boat in US and abroad.
• Ensure that the projects are on schedule.
• Ensure that all the projects and modifications performed on our clients’ boats are compliant with Ferretti Group quality and technical standards.
• Ensure that clients are respecting the payment schedule.
• Provide the first line of quality control on all service work orders.
• Generate purchase order requests for parts for all service work orders.
• Adhere to all safety guidelines and procedures
• Maintain all company assets that are assigned to the department.
• Participates as a member of the operations team in making cross-functional operational decisions.
• Participates in meetings to resolve quality issues working with both internal and external resources.
• Stay abreast of vessel schedules, benchmarks, and deadlines
• Work closely with the Service Yard Manager/Foreman and Yard Admin team to be sure that they are always aligned with the project’s progress and deadlines.
• Ensuring all vessel needs while at Ferretti Group Service Yard are met
• Maintain a proper filing system for all paperwork including boat information
• Provide a positive customer service experience
• Availability for additional responsibilities during boat shows and other special events, nights, and weekends availability as well.
• Performs other duties as assigned

Job Specifications

Education

• Marine Trade Certificate, Business degree or equivalent experience
• Captains License a plus

Experience

· Minimum of 10 years in a hands-on marine trade, preferably with a strength in systems with an additional 5 years in a service yard supervisory roll or similar experience

Knowledge, Skills & Abilities

· Good, sound business judgment and problem-solving ability

· Fluency in English is required. A second language is a plus

· Results-oriented, prioritizes and plans work activities and uses time efficiently

· Exceptional customer service abilities with both internal and external customers. Manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments

· Quantity—meets productivity standards and completes work in a timely manner

· Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events

· Dependability—the individual is consistently at work and on time, uses independent judgement and discretion, responds to management direction, and solicits feedback to improve performance

· Excellent verbal and written communications

· Valid driver’s license required

Work Environment

• Work is conducted indoors and outdoors meeting with clients, yacht captains, shipyards, and ports on floating barges inspecting boats
• Operating of standard office equipment such as copy machine, laptop computer in the office setting
• Motor skills and senses include speaking, listening, comprehension, sight, typing, writing
• Ability to get into awkward positions to reach cramped and or small workspaces

Physical Abilities

• Walking, standing, climbing stairways, pushing and lifting up to 30 pounds

The above outline of a job description is to serve as a guide for expected job performance. It is not intended to limit individual initiative. The company reserves the right to add or delete job responsibilities with prior consultation.