Factory Support Team Leader

Job Title: Factory Support Team Leader

Employment Type: Full-Time 

Classification: Exempt

Reports To: Director of Customer Experience (Bryan Kahl) 

Location: Orlando, Florida 

 

Why Regal? 

For over five decades, Regal Boats has been a beacon of excellence in the boating industry. As a family-owned and operated company since 1969, we take immense pride in our tradition of craftsmanship and quality. With a dedicated team of 600+ skilled members, we have continued to innovate and build stunning 20-50-foot boats that embody the essence of luxury and performance.

What sets Regal Boats apart is our status as a privately owned company, allowing us to stay true to our values and focus on our team members. We believe in the power of nurturing our team, fostering a culture of growth, and offering advancement opportunities. At Regal Boats, your passion for boating and dedication will be rewarded with a fulfilling and dynamic career journey.

 

Our Purpose: Honor God & Enrich Lives.

Our Mission: With God’s help we will develop an exceptional team dedicated to enriching lives and providing an awesome boating experience. 

 

JOB DESCRIPTION

 

Summary 

Regal Boats is seeking a dynamic and results-oriented individual to join our team as a Factory Support Lead. This leader will play a pivotal role in ensuring exceptional customer service and after-sales support. The successful candidate will oversee and coordinate the daily operations of our service shop, demonstrating strong leadership qualities and a commitment to delivering the highest level of customer satisfaction.

 

Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1. Factory Support & Field Service Leadership: Oversee and coordinate the day-to-day operations of the Factory Support shop and Field Service teams, ensuring efficiency, quality, and timely completion of repairs and maintenance tasks.
2. Boat Show Management: Collaborate with sales, marketing, and production teams to oversee the planning, setup, and breakdown of boat shows, ensuring timelines and quality standards are met. Also, supervise the preparation of boats for shows, including detailing, maintenance, and any necessary repairs, to ensure they are in pristine condition.
3. Team Management: Provide leadership to a team of skilled technicians, fostering a positive and collaborative work environment. Assign tasks, monitor performance, and facilitate ongoing training and development.
4. Customer Service Excellence: Lead by example with exceptional customer service, addressing customer inquiries, concerns, and issues with professionalism and a solutions-oriented approach.
5. Technical Expertise: Utilize strong technical knowledge to assist the team in diagnosing and repairing boats, offering guidance on complex issues, and ensuring high-quality workmanship.
6. Factory Support Documentation: Accurate and timely management of all documentation related to field service and in-house vessel repairs, ensuring compliance with company policies and procedures.
7. Safety and Compliance: Uphold safety protocols and industry regulations, creating a safe working environment and ensuring compliance with standards.
8. Training and Development: Stay abreast of industry trends, technologies, and product developments. Provide ongoing training and development opportunities to the team.
9. Regal Dealer Service School Support: Support the planning, organization, and execution of the Regal Dealer Service School. 
10. Dealer Development and Training: Take a proactive role in dealer development by identifying training needs, designing tailored training programs, and leading workshops that promote dealership excellence and enhance the customer experience.
11. Factory-Assisted Yacht Delivery Support: Occasionally assist in factory-assisted yacht deliveries, ensuring a high-quality handover process, addressing any last-minute technical adjustments, and delivering an exceptional customer service experience.
12. Field Service: Frequent travel to customer locations or dealerships to personally perform diagnostics and complex repairs on boats.
13. All other duties as assigned.

 

Required Qualifications

1. 3-5 years of experience in the marine industry.
2. Open availability and travel