Marine Service Management Certification

Marine Service Management Certification

Service Management Certification course is a joint venture between ABYC and the Marine Retailers Association of America (MRAA) and it covers best practices in service business operations, staffing marine trades, and effective communication. It also offers problem-solving and conflict resolution techniques. Marinas, boatyards, engine shops, and marine dealerships will benefit from these skills, elevating their service departments' performance standards.

Additionally, we collaborated with Yamaha to develop the comprehensive self-paced online learning content that will guide you through the concepts required for successfully navigating this certification course.

Study Recommendations: We recommend starting with videos to get an initial understanding of the topics. After watching each video, refer to the corresponding section in the study guide to deepen your knowledge and complete any exercises. This approach will ensure you gain a comprehensive understanding of the material.

By using both the videos and the study guide, you will have a well-rounded learning experience that caters to different learning styles and provides multiple perspectives on the course topics. 

Key Topics Covered:

  • Structuring a Proactive Marine Service Shop
  • Setting SMART Goals
  • Managing Conflict
  • Problem Solving
  • Key Performance Indicators (KPIs)
  • Facility Management
  • Government-Regulated Safety Requirements
  • Recruiting Technicians
  • Managing Performance
  • Creating and Maintaining a Robust Service Process
  • Communicating Well with Customers, Other Departments, and Staff
  • The Fundamentals of Customer Satisfaction


ABYC Member Price: $1,475

Non-Member Price: $2,250

Study Guide Included: Yes

Certification Exam Included: Yes

Course Length: 5.5+ Hours of video lecture
6+ Hours of study guide review
Average of 15 to 20 hours total.

CEUs: 32 are awarded upon successfully passing of the certification exam

Key:

Complete
Failed
Available
Locked
Chapter 1
Module 1: Building an Effective Service Team
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Module 2: The Service Advisor's Role
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Chapter 2
Module 1: Measuring Service Profitability and Performance
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Module 2: Fixing it Right the First Time
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Module 3: Facilities Management
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Chapter 3
Module 1: Staffing a Service Department
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Chapter 4
Module 1: Customer Focused Service Processes
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Module 2: Service Appointment Setting
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Module 3: Service Reception & Write-Up
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Module 4: Active Delivery & Handoff
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Module 5: After-Service Follow Up
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Chapter 5
Module 1: Progress Checks and Consultative Selling
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Module 2: Improving the Customer Experience
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Do ABYC and MRAA offer the same Service Management Certification course?

ABYC and MRAA share the same certification exam and written study guide. The difference is in the video instruction. ABYC’s video instruction was developed in partnership with Yamaha Marine.

 

Is the ABYC/MRAA Service Management Certification identical to other ABYC certifications?

Yes and no. Like other ABYC certifications, Service Management was developed under the guidance of the National Occupational Competency Testing Institute (NOCTI), a recognized third-party competence-certification body. As with all other certifications developed by NOCTI and ABYC, successful completion depends on passing the exam. A major difference is that this certification is not based on Code of Federal Regulations and ABYC’s Standards and Technical Information Reports for Small Craft. Rather, the ABYC/MRAA Service Management Certification is based on sound business practices gleaned from a wide range of successful marine dealerships and service yards.

 

Why is the ABYC/MRAA Service Management Certification more expensive than other ABYC certs? 

Other ABYC certifications expire in 5 years. Service Management is a lifetime certification.

 

For a person who has attained other ABYC certifications, is the coursework and exam prep identical?      

The ABYC/MRAA Service Management Certification is different from other ABYC certs in the way the course work is presented. With other courses, you might be able to focus on one part of the instruction (the live instructor, the on-demand videos, or the study guide) and still do well on the open-book exam. For the Service Management course, it’s important to study both the video components and the study guide to get the full range of instruction.

 

Most ABYC certification exams are open book. Is this one, too?

No. The ABYC/MRAA Service Management Certification is the only ABYC exam that’s closed-book. To date, it’s the only one. The reason? This is the only certification that does not draw extensively on the federal Code of Federal Regulations and ABYC’s Standards and Technical Information Reports for Small Craft.