SUMMARY:
La Conner Maritime Service is a full-service boat yard with a well-established reputation, employee and customer base. We strive to create an exceptional experience for our customers while providing services for their recreational and commercial vessels. We have been in business since 1978, and located in La Conner since 1992.
Our capabilities include vessel haul outs to 110 tons, and the ability to provide a variety of related services. We are a dealer for several high-quality brands, including Volvo Penta and Suzuki Marine, with a focus on services we perform well. The most important resource is our team of highly-skilled and capable technicians and support staff, who work collaboratively to ensure each customer and project is taken care of. Our project manager plays an important role in helping this team work together.
This position acts as a liaison between customers, techs, and service manager for repairs and service being performed by the mechanical department, as well as coordinating scheduling and supervision of techs from other departments. Customer service is a significant and important part of this position; it requires working with new and existing customers, handling customer feedback, and conflict resolution, if necessary. The service writer must be able to quickly assess situations and make decisions accordingly. He/she must be friendly and professional in all communications with customers, techs, vendors and the general public, and be able to work in a fast-paced and busy environment.
Duties
1. Interact with and greet customers in a professional manner.
2. Log details and notes from customer conversations regarding project needs; maintain personal system for tracking “to-do” items.
3. Create work orders based off “to-do” items.
4. Communicate effectively with customers in person and via phone, written and email correspondence regarding status, progress, delays, etc. of work being done on vessel.
5. Modify, or delegate modification of work orders to Admin Assistant based on change orders and additional work requests.
6. Insure that written, customer approval is received for new work and change orders.
7. Work with Admin Assistant, Service Manager and techs in scheduling work in progress, and incoming work, using scheduling software.
8. Function as project manager for jobs performed by Mechanical department techs.
9. Inspect work-in-progress for department techs, or coordinate inspection with Shop Foreman.
10. Ensure customers are informed of and approve additional costs necessary to complete job, prior to additional costs accruing
11. Delegate sourcing and purchasing of supplies and materials to Parts Manager; assist as needed.
12. Ensure necessary parts and supplies are requested in a timely manner for mechanical projects.
13. Review work orders for accuracy and completeness during and at the completion of work; delegate changes & updates to Admin Assistant as necessary.
14. Use and become proficient with Marine Soft point of sale computer software.
15. Receive customer deposits and payments according to established procedures.
16. Inform customers of yard rules, polices and environmental BMP’s, and help ensure customers are compliant at all times.
17. Create and communicate estimates to customers as needed and requested; delegate to Administrative Assistant as needed and appropriate.
18. Work with General Manager, Service Manager, techs, and other department leads to insure department profitability.
19. Ensure department techs’ time entries are accurate and complete.
20. Help staff company booth during Trade Shows & Events.
21. Follow company established dress code.
22. Perform other, related duties as needed and/or assigned.
23. Collect payments and deposits from customers as needed.
Essential Skills
1. Excellent customer service and people skills
2. Excellent verbal and written communication skills
3. Ability to assess customers and respond appropriately and tactfully, as the situation dictates.
4. Communicate openly and accurately with customers using available information and resources
5. Minimum 5 years hands-on experience in the marine industry within the mechanical field
6. Strong mechanical aptitude and ability to logically assess mechanical issues.
7. Proficient in the use of Microsoft Office, including Outlook, Word and Excel (basic spreadsheet creation and use)
8. Proficient in the use of Microsoft Windows operating systems for daily computer functions and usage.
9. Ability to learn and use other software systems as needed, including IDEAL point-of-sale software, scheduling software, IBM Lotus Organizer, etc.
10. Follow generally accepted professional etiquette and protocol for all verbal, written, and email communication
EDUCATIONAL REQUIREMENTS:
Strong background in the marine industry, with a diverse knowledge of marine systems, hardware and processes.
EXPERIENCE REQUIREMENTS:
Five (5) years in a directly related field of work in a supervisory position preferred.
ADDITIONAL SKILLS/EXPERIENCE RECOMMENDED:
Navigating and boat handling experience.
Understanding of shop tools and processes
PHYSICAL DEMANDS:
20/20 eye sight or correctable
Able to lift or move 50 - 70 Lb.
Able to stand for long periods of time
WORK ENVIRONMENT:
Work is performed both indoors (90%) and outdoors (10%). During spring and summer the work environment may be high paced and stressful.
