About the Role Factory Direct Marine & RV is looking for an experienced Service Manager to join our growing Crossville, TN location. The ideal candidate has a strong background in boat and RV service operations , excellent communication skills, and a passion for delivering an outstanding customer experience. This position plays a critical leadership role in managing the service department—overseeing scheduling, repair orders, customer communication, and workflow between technicians, warranty administrators, and parts teams. Responsibilities Serve as the primary point of contact for all service customers—boats, RVs, and towables. Greet customers, document repair concerns, and prepare detailed repair orders. Manage technician assignments and ensure timely completion of service and warranty work. Diagnose customer concerns and communicate repair needs clearly and professionally. Provide accurate cost estimates, obtain customer authorization, and review completed work. Coordinate parts ordering and track repair status to ensure efficiency and accuracy. Monitor department performance metrics (labor hours, CSI scores, comeback rates, etc.). Ensure compliance with all manufacturer warranty and safety requirements. Maintain a clean, organized, and customer-friendly service environment. Lead and motivate a small team of service technicians and support staff. Qualifications Minimum 3 years of experience in RV or marine service management or advising . Strong understanding of mechanical, electrical, and plumbing systems on RVs and boats. Proven ability to manage workflow and prioritize in a fast-paced environment. Excellent customer service and communication skills. Strong organizational and problem-solving abilities. Proficiency with service management systems (DealerSocket, IDS, Motility, or similar). Valid driver's license (CDL or towing experience a plus). What We Offer Competitive pay structure (salary + performance incentives) Health, dental, and vision insurance options Paid time off and holidays Employee discounts on RVs and boats Opportunity to grow with one of the nation's fastest-growing marine & RV dealer networks Equal Opportunity Employer Statement Factory Direct Marine & RV is an Equal Opportunity Employer . We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business needs— without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other legally protected characteristic .

Job Type:

Full-time Pay:

$50,000.00 - $65,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance People with a criminal record are encouraged to apply

Work Location:

In person