Position: Head Marine Technician
Location: Laggan (Caledonian Canal)
Salary: Excellent salary - subject to experience
Start Date: ASAP
Contract type: Permanent
Hours: 37.5 hours p/week (including weekends & bank holidays)
Line Manager: Base Manager
Le Boat, part of Travelopia, is Europe’s leading provider of inland waterway boating holidays. Currently operating in 9 countries, with a fleet of 930 charter boats, we attract customers from all over the world. We are passionate about providing outstanding quality and service. Le Boat has been established now for 50 years’ and added a new destination in Canada for 2018.
Please visit our website for more details
You are passionate about delivering world class customer service and you are looking to join a great team within a successful and growing business. You will be ambitious and as excited as we are to improve and grow operations and customer service on the Caledonian Canal.
At a glance
This is a fantastic opportunity to join a new Le Boat team on the Canal, where you will play a key role in supporting the Base Manager with specific responsibilities for managing the technical team, fleet maintenance and servicing and boatyard/workshop facilities in Laggan.
In season (Mar-Oct) the focus is on the customer, ensuring the fleet are in great condition, well maintained/reliable and that any breakdowns or maintenance issues are fixed fast. You will take responsibility for ensuring boats are prepared to a high standard for customers arriving, conducting best-in-class handovers/briefings alongside managing the maintenance programme.
During the winter months (Nov-Feb) you will be responsible for planning and completing a detailed maintenance programme to include boat lifting, winterisation, annual servicing/maintenance, repairs, agreed modifications and refurbishment.
Duties include planning and managing available resources (team, budgets, facilities), ensuring the maintenance programmes are planned/completed/documented, the fleet is fully compliant and certified as required, company policy and health and safety regulations are strictly followed and that you build and develop a strong and efficient technical team.
We are seeking a strong, enthusiastic, flexible and experienced technical person who is passionate about boating and will take great pride and care in the bases, team and fleet. Someone who is pro-active, hardworking and able to cope with the day to day challenges whilst planning ahead …. You will be well suited to working independently and on your own initiative within a structured business framework.
Manage the fleet maintenance and servicing in the base including line management of technical staff.
Help recruit, train and develop the technical team to ensure high levels of expertise and productivity, building on staff retention and job satisfaction.
Perform hands on practical duties alongside the team, leading from the front.
Expect to be involved in administrative tasks such as planning maintenance programmes, boat lifts, completing and filing maintenance records and so on.
Ensure the fleet is maintained to the highest standards with engines and equipment serviced professionally within manufacturer’s guidelines.
Ensure reliability of the fleet is at the forefront to avoid breakdowns or issues affecting customers’ holidays.
Work to ensure the fleet is running at all times and available for sale, when issues occur take responsibility for getting the boat back in service within the shortest possible time frame.
Perform, manage and monitor all technical turnaround checks and routine servicing/maintenance.
Perform, manage and monitor boat handovers and briefings to ensure customers are receiving the best possible service and leave feeling confident to handle their boat and enjoy their holiday.
Plan and prepare the winter maintenance programme – organising the boat lifting schedule, planning/monitoring staff daily/weekly tasks, agreeing priorities, obtaining approval for budgets and so on.
Support the Base Manager with recruitment of all seasonal staff – advertising, screening CVs, organising interviews etc.
Support the Base Manager to ensure base and boating operations are fully compliant with regulations and industry best practice, following company policy at all times.
Develop, monitor and improve upon local operating procedures, policies and training.
Take ownership of moorings, workshop areas and call out vehicles, ensuring they are presented professionally at all times.
Any additional duties at the discretion of the business and the Base Manager.
Focus the team on successful outcomes and results – take satisfaction in a job well done.
Improve the customer experience
Ensure customers complete satisfaction questionnaires at the end of each charter (min 80% returns) and that scores are in line with targets (with particular regard to service and boat scores).
Pro-actively work to avoid complaints and compensation, resolving all issues raised locally immediately.
Ensure all technical problems are avoided where possible and when they do occur that they are resolved immediately to ensure the boats are available to charter throughout the season.
Maximise all opportunities with your customers in terms of up-sell of ancillary services, hire equipment and merchandise
Manage costs within allocated budgets (with particular regard to staffing, spares and maintenance and turn around costs).
Ambitious, enthusiastic ready for a new challenge / great opportunity.
Strong technical skills and experience within a marine environment.
Engineering and / or technical qualifications.
Experience of or ability to lead and manage an experienced team and the maintenance of a fleet of 30 boats.
Excellent interpersonal skills with ability to build internal/external relationships and deliver exceptional service to customers.
Ability to successfully deliver results, maximising resources available.
A passion for our product and relevant experience/interests.
PC literate (Word, Excel, Outlook)
Able to work with deadlines, targets/objectives and cope with pressure.
Able to work independently and on own initiative
Willingness and flexibility to travel between bases (current and future) as required by the business.
Experience in the tourism industry/customer service would be advantageous
Full clean driving license
Additional languages would be advantageous
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