Sales & Dealer Support Manager

Description

Pleasurecraft Engine Group’s Sales & Dealer Support Manager is responsible for leading all service-related operations, ensuring exceptional customer support, efficient service processes, and high-quality technical resolution for marine engine products.

This role serves as the primary point of leadership for service technicians, warranty support, and customer service coordination related to engine performance and parts. The Service Manager will drive a customer-first culture while ensuring alignment with the company’s commitment to quality, reliability, and continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

· Lead and manage daily service operations, including service technicians and customer support functions

· Serve as the primary escalation point for complex customer service and technical issues

· Ensure timely and accurate diagnosis, repair, and resolution of engine and parts-related concerns

· Develop and implement service processes that improve efficiency, turnaround time, and customer satisfaction

· Partner cross-functionally with Engineering, Production, Quality, and Parts teams to resolve product issues and drive improvements

· Oversee warranty claim processes, ensuring accuracy, compliance, and timely resolution

· Monitor service performance metrics (turnaround time, customer satisfaction, warranty trends, etc.) and implement improvements as needed

· Provide technical guidance and coaching to service team members to enhance skills and capabilities

· Maintain strong relationships with dealers, distributors, and end customers to support service excellence

· Identify trends in product performance and communicate findings to leadership and engineering teams

· Ensure proper documentation of service activities, repairs, and customer interactions

· Promote and support a culture of safety, accountability, and continuous improvement

· Assist in developing training programs for internal teams and external partners (dealers/service providers)

· Manage service-related inventory coordination in partnership with the Parts team

Support strategic initiatives to enhance the overall customer experience 

Requirements

SKILLS AND QUALIFICATIONS: 

Required:  

· Education and/or equivalent experience in mechanical, automotive, or marine-related field

· Proven experience in a service leadership role (automotive, marine, or industrial preferred)

· Strong technical knowledge of engines, mechanical systems, and diagnostics

· Demonstrated ability to lead teams and drive performance in a service environment

· Excellent problem-solving and root cause analysis skills

· Strong interpersonal and communication skills with the ability to build relationships with customers and internal teams

· Ability to manage multiple priorities in a fast-paced environment

· Strong organizational and time management skills

· Customer-focused mindset with a commitment to delivering high-quality service

· Proficiency in service management systems and standard business software

· Ability to work independently and make sound decisions

· High attention to detail and commitment to accuracy

· Willingness to travel as needed

Preferred:

· Experience in marine engine service or related industry

· Familiarity with warranty systems and processes

· Lean Manufacturing / Six Sigma experience

· Experience working with dealer networks or field service organizations

· Technical certifications (ASE, marine certifications, etc.)