Service Manager

Description

Hinckley has been building and servicing America's finest yachts since 1928. Today, Hinckley is known not only for its world-famous craftsmanship but also for its legendary worry-free service.

Hinckley's first and premier service marina is located in Southwest Harbor, Maine. We service power and sail vessels (typically 20–120 feet) of all brands, not just Hinckley. Our services include custom work, seasonal care and storage, and mechanical and technical support.

We are looking for a Marine Service Manager to join our Southwest Harbor team.

In this role, you will focus on delivering exceptional customer service and managing client expectations, acting as the primary connection between customers and the service team. You will serve as the main point of contact, building long-term relationships based on trust, loyalty, and satisfaction.

You will proactively communicate timelines, pricing, service limitations, and project updates to ensure customers have a clear understanding of what can be delivered. Strong communication and collaboration skills are essential when working with internal teams and external stakeholders.

Responsibilities

• Communicate with customers and act as a liaison between the company and customers, ensuring frequent vessel visits and monitoring schedules to meet agreed-upon launch dates.
• Manage competing priorities, follow up on deadlines, and maintain strong organizational and time-management practices.
• Identify maintenance and customer service needs to determine the scope of work.
• Prepare estimates for service requests and obtain customer approval with reasonable delivery timelines.
• Schedule workforce and equipment while considering project budgets.
• Ensure quality control by conducting inspections and verifying completed work before billing and vessel departures.
• Monitor service jobs in progress and obtain customer approval for additional work or changes in scope.
• Provide sales support at boat shows and other marketing events.
• Travel off-site for vessel inspections and estimates.
• All other duties as assigned.

Requirements

• Five years of experience in a client-facing role within the marine industry, preferably in a boatyard or shipyard.
• Basic knowledge of boats required.
• Strong communication, interpersonal, and customer relationship management skills.
• Detail-oriented, with the ability to read, analyze, and interpret blueprints, drawings, technical information, financial reports, and contracts.
• Ability to manage customer concerns, troubleshoot problems, and resolve challenging situations professionally.
• Experience estimating repairs, labor hours, and costs.
• Proficiency in Microsoft Office 365, particularly Word and Excel.
• Self-motivated, organized, and capable of managing multiple priorities.
• Ability to work independently with minimal supervision and collaborate effectively with a team.
• Strong communication skills, including the ability to remain professional in high-pressure situations.
• Availability for occasional travel.

What Hinckley can offer

Hinckley offers competitive wages, training, and a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off
• Professional training and development
• Career advancement opportunities

Our expanding network of service yards provides opportunities for professional growth, upward mobility, and a clear career path.