Job Description

POSITION SUMMARY:

Responsible for planning, scheduling, directing, and coordinating activities of Service projects. Primary work will consist of Service Work on board any Burger-contracted vessels. Service work refers to work on Burger vessels no longer covered under Burger’s Limited Warranty and non-Burger-constructed vessels that commission marine services.

Manage the service processes, ensuring detailed written and photographic records are maintained while identifying opportunities to improve the design or construction of future projects. In addition, this position requires the demonstration and execution of solid cross-functional team-building skills and the ability to work closely with all manufacturing departments, engineering, supply chain, and outside equipment suppliers and service companies.

Provide impeccable 24/7/365 customer service to owners and crew of Burger Boat Company's new construction vessels during all applicable warranty periods and beyond. Manage owner and crew relations, striving to exceed customer expectations.

ESSENTIAL JOB FUNCTIONS:

1. Communicate directly with the captains, crew, and owners of the vessels, providing prompt and professional customer service.
2. Pre-plan all service activities, including estimating materials and manhours. Provide sufficient details for creating project quotes and schedules and overseeing and executing the work according to planned budgets.
3. In coordination with manufacturing managers, select individuals with the required skills to perform all service work safely, accurately, and efficiently in the shipyard facilities and while traveling.
4. Select and manage third-party vendors and service providers as necessary to complete service work on schedule and budget.
5. Assist in developing department standards, procedures, and systems.
6. Research and continuing self-education to remain current on the ever-changing industry standards and regulations, including best practices and regulatory marine requirements.
7. Create and maintain photographic and written documentation for all work performed during services. Take numerous photos and create before-during-and-after photo records to support any after-work questions and concerns internally or by a vessel’s clients. Photographically document all loose Owner’s supplies, equipment, etc., as soon as vessels arrive and before anyone disturbs or moves such items. These photo records are to be used at the close-out of jobs to ensure that all items are returned to owners upon delivery of the completed work. When working specifically on all Burger Limited Warranty service projects, use such pictures in Burger’s Corrective Action Request ( C.A.R. ) process to demonstrate issues found that could have been better executed during Burger’s Engineering or Manufacturing processes. Follow up each C.A.R. with Burger Department Managers and the Engineering Department to “show” and teach constructive lessons to all associates.
8. Support Burger’s Continuous Improvement efforts by providing real-life examples of improvements that can be made during current and future projects' engineering and manufacturing phases to avoid repeat warranty issues.
9. Reinforce Burger’s LEAN focus on continual improvement, waste elimination, dollar and hour savings, standard work instructions, and suggestion implementation.
10. Assist all Burger owners with technical inquiries or troubleshooting support in person, over the phone, via email, and texts.
11. As may be requested; this position is expected to attend company-sponsored events to support Burger’s sales and marketing efforts.
12. Other duties as assigned.

POSITION IN ORGANIZATION:

This position reports directly to the Director of Manufacturing and often works directly with Project Management, Commercial Business Development, Accounting, and Engineering. This position has no direct reports.

LEADERSHIP:

1. Must demonstrate an exceptional ability to work in a team environment and share knowledge of discipline-specific work across the organization.
2. Must demonstrate skills in team building to ensure a continually improving culture of innovation, learning, and execution while exceeding customer expectations.
3. Must demonstrate ability to make well-formed, rational decisions and problem-solving skills within organizational policies and procedures.
4. Responsible for managing all associates working on service projects.

DECISION MAKING:

Exercise judgment consistent with Burger’s mission, vision, and code of business conduct regularly and continuously. Assume full responsibility for decisions, consequences, and results impacting Burger, its staff, vendors, and the quality of service within the assigned operational area.

COMMUNICATION:

Must demonstrate exceptional communication skills, including verbal and written communication and attentive listening. Provide positive and effective communication with customers, customer representatives, suppliers, and Burger associates. Strong English-speaking skills are required, with knowledge of a second language a plus.

EDUCATION:

A bachelor’s degree is preferred. However, an associate degree in a mechanical or electrical field and a minimum of five (5) years of hands-on leadership experience are required instead.

EXPERIENCE:

1. Knowledge and work experience in the yacht building or refit industry.
2. Warranty experience and knowledge in various construction trades are a plus.
3. Examples demonstrating sound marine and nautical knowledge.
4. Prior experience with exceptional high-level negotiation, dispute resolution, and problem-solving skills.

ADDITIONAL EXPECTATIONS:

1. Must be able to travel extensively. This position requires domestic and worldwide travel, up to three (3) weeks per trip.
2. Valid driver's license, passport, and current US Government travel requirements, including proof of current vaccinations, etc.
3. Strong knowledge of Burger Boat Company’s Travel Policy and international and domestic travel requirements.
4. Must possess at least one credit card and be creditworthy to rent vehicles and cover unexpected travel expenses in numerous countries.
5. PMP (Project Management Professional) credentials from PMI (Project Management Institute) preferred.
6. Training and demonstrating knowledge of American Bureau of Shipping (ABS) standards for yacht construction is preferred.
7. Proficiency in MS Office software.
8. Ability to interpret blueprints.
9. No felony convictions.

PHYSICAL REQUIREMENTS:

This job routinely uses standard office equipment such as computers, phones, photocopiers, etc. This job operates in the shipyard manufacturing environment. While performing the duties of this job, the associate is frequently exposed to paints, chemicals, fumes, airborne particles, moving mechanical parts, and other production operations. The noise level in the work environment and job sites can be loud. This role routinely uses equipment, tools, machinery, and products used in the construction of yachting and commercial craft. Personal protective equipment use is required; as a leader, such use is expected for others to observe compliance.

The position also requires regular shipyard visits, such as climbing stairs and inspecting items in tight or hard-to-access spaces. The associate is required to sit, climb, balance, stoop, kneel, crouch, or crawl. The associate must frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds.

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