Service Capacity

Service Capacity



Service capacity is a term I coined to best define one of our key advantages over our competitors: our staff.


Simply put, no one waits! We have more factory educated

service technicians available to provide your maintenance services and repairs in a timely, accurate, and efficient manner.


Where most companies in Central Maine have just 1 or 2 formally trained technicians.

we have a dozen. You can only do so much with 2; you can accomplish a lot more with 12!

In total, we have over 20 hands on team members in our service operation.

How important is it to you to have a trained service department on call when you need them most?

Service Capacity
You Can't Purchase This Patch!

Service

And Service Training
Are At The Core Of Everything
We Do Here At Clark Marine.

"Service is our Business" is more then just our motto, it is the most prominent definition of our company.


Our service practices have been thought out carefully and designed to meet the specific needs of the freshwater recreational boater. Process mapping is at the core our our continued success.

Every person who is employed here is expected to take part in manufacturer provided training.


The combination of technical school classes and online computer modules formally prepares us to perform everything from general maintenance to advanced repairs.


Efficiency is the key to better controlling costs. "Lean Processing" & "Six Sigma" are the templates we use to scrutinize each of our practices and procedures. We are always working on ways to save you time and money.

Service Capacity
Lakes Region Technical Center, Laconia NH.

Service Capacity
Monmouth Service Area

Service Capacity
Inside The Monmouth Shop

Service Capacity
Two Of The Five Manchester
Service Bays


Clark Marine Winter Training Schedule 2014-15

Breakdown

  • August 4-5, 2014 – Rob – Avalon Dealer Meeting, 3 Days, 24 Hours Completed
    2015 Avalon Product Training, Programs, Sales, Service / Alma MI.
  • August 11-13, 2014 – Rob – Glastron Dealer Meeting 16 Hours Completed
    New Product Training, Program, Sales, Service / Cadillac, MI.
  • August 21, 2014 - Rob - Mercury E-Skills online training, 4 hours completed
    Mercury 150ELPT Introduction and General Service, Online.
  • August 27, 2014 - Management Meeting, 9 persons - 2.25 Hrs @, 20.25 Hrs Completed
    Customer Service, Winter Service Preperation, Personnell / CM Manchester
  • September 2, 2014 - Billing Staff Meeting, 9 persons - 1.5 Hrs @, 13.5 Hrs Completed
    CDK Specific, Flat Rate Storage Package Billing / CM Manchester
  • September 21-23, 2014 - Rob, Nancy - Mercury Global Dealer Meeting, 32 Hours Completed
    Product Knowledge, History, Dealer Meeting Event / Orlando, FL
  • September 23, 2014 - Bruce, Derrick, Nelson - 5 Hrs @, 15 Hours Completed
    Evinrude E-Tec G2 Product Training / Weymouth, MA
  • September 23, 2014 - Lewis - Mercury E-Skills Online Training, 6 Hours Completed
    Fuel Systems II Course & Exam
  • October 2, 2014 - Monmouth Service Team, 12 Team Members 2 Hrs @, 24 Hrs Completed
    New Inside Single Unit Service Process Implementation Meeting / CM Monmouth Facility
  • November 16-19, 2014 - Rob, Nancy, Steve, Bruce - 28 Hours @, 112 Hours Completed
    Marine Dealer Conference & Expo, / Orlando, FL. (Management Training)
    Equates to 12 days of Management Training, Exceeds Brunswick 5 Star Requirement of 3 Days for 1 person.
  • November 19-20, 2014 - Rob, Nancy, Duddy, Ian - 12 Hrs @, 48 Hrs Completed
    Kellogg Marine Trade Show, new product knowledge, purchasing / Foxwoods, CT
  • December 16, 2014 - Monmouth Service Team, 6 persons, 2 Hours @, 12 Hours Completed
    Winter service process training, scheduling, / CM Monmouth Facility.
  • December 17, 2014 - Management Meeting, 9 Team Members, 5 Hrs @, 45 Hrs Completed
    Winter strategic planning, MDCE Recap, / CM Manchester Facility
  • December 18, 2014 - Manchester Service Team, 14 Persons, 5 Hrs @, 70 Hrs Completed
    Process Mapping of new service value stream, Visual workspace, / CM Manchester Facility
  • December 2014 - Manchester sales Team, 5 persons, 4 Hours @, 20 Hours Completed
    Purchase assist training, prioduct knowledge / CM Manchester Facility
  • January 8, 2015 - Nelson, Derrick - 4 Hours @, 8 hours Completed
    Evinrude Online Training, G2 Set up and Rigging, Service product Knowledge / Online
  • January 12-13, 2015 - Rob, Mercury Joy Stick Piloting distance learning. 6 hours completed
  • January 15, 2015 - Rob, MerCruiser Recertification distance learning, 4 hours completed
  • January 12 - February 6, 2015 - 14 Staff Members Actively Involved – 116 Hours Completed
    Mercury University E-Skills Online Training.
  • Including:
    • 7 Team Members - 6 Modules & Exams Each, Marine Technician Fundanmentals
    • 5 Team Members Motorguide Maintenance and Repair, Course & Exam
    • 3 Team Members - Mercruiser 2015 Product Updates
    • 1 Team Member - CDS G3 40-60HP Course & Exam
    • 2 Team Members - M150ELPT Maintenence
    • 10 Team Members - Propellers, Course & Exam
  • January Combined Sales, Product Knowledge, and Customer Service Training
    5 Team Members, month Total 89.25 hours Completed
    Don Cooper Sales Training, Jeffery Gitomer Little Red Book, Sales Excellence.
    Brochures, Manufacturer Product Guides, Feature Benefit Publications.

Training Hours to Date 678 Hours Completed

Education is an ongoing event at Clark Marine, we will add to this list as we are able to post completions. RB.


Clark Marine Winter Training Schedule 2013-14

Breakdown

  • August 6-7, 2013 – Rob & Nancy – Avalon Dealer Meeting, 24 Hours Completed
    2014 Avalon Product Training, Programs, Sales, Service / Alma MI.
  • August 13, 2013 – Rob – Crestliner Training, 12 Hours Completed
    Prospective Dealer Meeting / New Product Training / Minneapolis, MN.
  • November 7-8, 2013 – Keith, Chad – 32 Hours Competed
    Mercruiser Inboard Training / Lakes Region Community College, Laconia NH.
  • November 17-20, 2013 – Rob & Nancy – 64 Hours completed (Management Training)
    Marine Dealer Conference & Expo. / Orlando FL. 2 persons, 2 days each
  • November 21-22, 2013 – Rob Nancy, Steve, Lewis – 48 Hours Completed
    Kellogg Trade show new product knowledge, purchasing event / Foxwoods, CT
  • December 3, 2013 – Staff Meeting, 21 Persons – 168 Hours Completed Customer Service,
    Winter Service Preparation, Competitive Advantage / CM Manchester
  • December 5-6, 2013 – Rob, Derrick, Nelson – 48 Hours Completed
    Advanced 4 Stroke Troubleshooting / Lakes Region Community College, Laconia NH.
  • December 11, 2013 - 8 Staff Members – 24 Hours Completed
    Crestliner Product Knowledge, By Crestliner Representative / CM Manchester Facility
  • January 6-10, 2014, Steve, Jake H. 72 Hours - Completed
    MerCruiser Systems GEN 2, To include Introduction to CDS course.
    Lakes Region Community College, Laconia NH
  • January 8 - 14, 2014 - 5 Staff Members – 46 Hours Completed
    Mercury University E-Skills Online Training.
    Including:
    • 5@ 2013 -14 Model Year Updates, Mercury Outboards & Mercruiser Stern drives.
    • 1@ Introduction to CDS & Exam, Electrical Systems II & Exam
    • 2@ Verado Troubleshooting & Exam
    • 2@ Optimax 3.0 Troubleshooting & Exam
    • 2@ MerCruiser 496 Troubleshooting & Exam
    • 2@ MerCruiser Catalyst 8.2L & Exam

To January 14, 2014, 538 Hours Completed

  • January 30, 2014 - Management Meeting, 11 Staff Members - 44 Hours - Completed.
    Overview of 2013, Statistics, Goal setting for 2014
  • January 2014 - 1 Staff Member - 30 Hours - Completed (and counting)
    Instruction on Company Website Building and Maintenance
  • February 4, 2014 - Rob, Josh - 2 Hours - Completed Combined
    Ensuring Your Website Delivers for Maximum Results
    Facilitated by Bob McCann of ARI and Liz Walz of MRAA
  • February 5, 2014 - Entire Staff - 19 People - 7 hours @ 133 Hours - Completed
    In House Training, "Start with Why" Competitive Advantages, Processes & Procedures
    5 Star Employee Survey Meeting
  • February 18, 2014 - Staff Meeting, Boat Show prep and Customer Service Training
    12 Staff Members - 3 Hours each - 36 Hours Completed.
  • February 18, 2014 - 5 Star Certification Webinar, Management Staff, (Management Training)
    8 Staff Members - 3 hours each - 24 hours Completed.
  • March 18, 2014 - MRAA MRU 1 Day Training, Portland Maine, Rob & Steve. (14 Hrs)
  • April 1-4, 2014 - E-Skills Sales Training, Josh, 12 Hours Total
  • April 8, 2014 - April Team Meeting - Spring Service Process Review. In-House Meeting.
    24 Staff Members 4 1/2 Hours each: 108 hours Completed

Training Hours to Date 992 Hours Completed

Education is an ongoing event at Clark Marine, we will add to this list as we are able to post completions. RB.


Winter Training Schedule 2012-13

1/11/2013

  • To January 11, 2013, the time of this post, Training Hours Completed: 640.5 Hours
    January 12, 2013 to March 1, 2013 Scheduled / Projected 757 Additional Hours

1397.5 Accumulative Training Hours Spread Between 21 Staff Members

Breakdown:

  • September 6-7,2012 - Rob, Nancy, Bruce - 48 Hours Completed
    Glastron product sponsored training by Sales Excellence - Wolfeboro, NH
  • November 11-14, 2012 - Rob & Nancy - 64 Hours Completed
    Marine Dealer Conference & Expo - Orlando FL
  • November 15-16, 2012 - Rob, Nancy, Steve, Lewis - 48 Hours Completed
    Kellogg Trade Show new product knowledge, purchasing event - Foxwoods CT
  • November 21, 2012 - Entire Staff 3 hours x 21 people - 63 Hours Completed
    Winter Preparation Meeting, Schedule, Customer Service Skills - In House
  • December 12, 2012 - Rob Nancy, Bruce - 24 Hours Completed
    MDCE Boating Industry Sales and Logistics Training - Saco ME
  • December 20, 2012, 5 star Certification Employee Survey
  • December 7, 2012 to January 10, 2013 - 11 Staff Members - 62 Hours Completed
    ADP Lightspeed Business Management System Training - Online
  • December 7, 2012 to January 10, 2013 - Lewis - 32 Hours Completed
    Mercury E-Skills Online Customer and Parts Management Training - Online
  • December 7, 2012 to January 10, 2013 - 11 Staff Members - 34.5 Hours Completed
    In House Product Knowledge and Sales Training - In House - In Group
  • January 7-11, 20132 - Erik, Jake H - 36 Hours @, 72 Hours Completed
    Classroom - Basic Marine Mechanics, OB 1 - Laconia, NH
  • January 8-9, 2013 - 12 Service Staff Members - 192 Hours Completed
    In House Service Training Facilitated by the Service Managers and by the Certified Technicians of Clark Marine. Training specific to what we see in our day to day summer service and repair activities. - CM Manchester Facility
    The first of 2 - 2 day scheduled events.

To January 11, 2013 the time of this post, Training Hours Completed: 640.5

  • January 16-17, 2013 - Steve, Bruce, Chad - 48 Hours Scheduled
    Classroom, MerCruiser EFI 1 - Laconia NH

TBD - 5 Star Certified Employee Survey Meeting - Entire Staff of 21 - 60 Hours projected

  • January 22-23, 2013 - 12 Service Staff Members - 192 Hours Completed
    In House Service Training Facilitated by the Service Managers and by the Certified Technicians of Clark Marine. Training specific to what we see in our day to day summer service and repair activities. - CM Manchester Facility
    The Second of 2 - 2 day scheduled events.
  • January 24-25, 2013 - Billy, Chris, Gary - 48 Hours Scheduled
    Mercury Marine Technician Fundamentals - Online Training
  • To February 1, 2013 - 11 Staff Members - 113 Hours Scheduled
    Balance of the ADP Lightspeed Business Management System Training - Online
  • February 4-8, 2013 - Entire staff to take part in the 32 Hours scheduled
    Onsite training as part of the ADP Business Management Program
    Manchester Facility - The First of two events scheduled.
  • February 12, 2013 - 8 Managers - 32 Hours Scheduled
    Brunswick 5 Star Certification webinar - Online
  • February 13-14, 2013 - Rob, Nelson, Derrick - 48 Hours Scheduled
    Classroom - Advanced 4 Stroke Diagnostics - Laconia, NH
  • February 19-20, 2013 - Rob, Keith - 32 Hours Scheduled
    Classroom - Advanced Catalyst & Diagnostics - Laconia, NH
  • February 21, 2013 - Entire Staff - 80 hours Projected
    Boat Show Preparation, Product Knowledge, Sales Training
    CM Manchester Facility.
  • February 25,- March 1, 2013 - Entire staff to take part in the 32 Hours scheduled
    Onsite training as part of the ADP Business Management Program
    Manchester Facility - The second of two events scheduled.

To March 1, 2013, Training Hours Completed/Scheduled/Projected: Accumulative 1397.5 Hours


Winter Training Schedule 2011-12

  • September 1, 2011 – 1 Technicians, (Rob) (3 Hours – Complete)
    Mercury E-Skills On line training, G-3 Software. Clark Marine Manchester Facility.
  • November 6 -7, 2011 – 2 Technicians, (Chad, Steve) (32 Hours – Complete)
    Intro to CDS, Lakes Region Community College, Laconia, NH.
  • November 6-10, 2011 – 2 Participants (Rob, Nancy) (56 Hours Total – Complete)
    MRAA Management Training, Gaylord Palms, Orlando, FL.
  • November 21-22, 2011 – 2 Technicians, (Rob, Keith) (32 Hours Total – Complete)
    MerCruiser EFI 2 Lakes Region Community College, Laconia, NH.
  • November 28, 2011, Full Staff, In House Training/2012 Planning & Goals, (68 hours, Complete)
    Clark Marine Manchester Facility
  • December 5-8, 2012 – 2 Technicians, (Chad, Steve) ( 64 Hours Total – Complete)
    MerCruiser Drives, Lakes Region Community College, Laconia, NH
  • January 5, 2012, Full Staff, Brunswick Certification Employee Survey, Employee Meeting
    Clark Marine Manchester Facility. (60 Combined Hours - Complete)
  • January 2012, Full Staff – Various Times – Mercury/MerCruiser E-Skills Sales Online Training
    Clark Marine Manchester & Monmouth Facilities. (80 Combined Hours - Complete)
  • January 2012, - 5 Technicians, Mercury E-Skills On Line Training - Marine Technology Fundamentals
    Clark Marine Manchester & Monmouth Facilities. (80 Combined Hours - Complete)
  • January 2012, - 7 Technicians, Mercury E-Skills On Line Training – G3 Software
    Clark Marine Manchester Facility. (1 Combined Hours - Complete)
  • January 19-20, 2012 – 2 Technicians, (Rob, Bruce) (32 Hours Total - Complete)
    Optimax I, Lakes Region Community College, Laconia, NH
  • February 1-2, 2012 – 2 Technicians (Rob, Keith) (32 Hours Total - Complete)
    MerCruiser Catalyst, Lakes Region Community College, Laconia, NH
  • February 7, 2012 - Brunswick Certification Management Seminar
    Clark Marine Monmouth Facility, (28 Combined Hours - Complete)
  • February 14-15, 2012, In House Sales Training, Boat Brand Training
    Clark Marine Manchester Facility (60 Combined Hours - Complete)
  • February 2012, - 3 Technicians, Mercury E-Skills On Line Training – Verado Troubleshooting
    Clark Marine Manchester Facility. (24 Combined Hours - Complete)
  • February 2012, - All Technicians, E-Skills Online Training – Mercury/MerCruiser 2012 Update
    Clark Marine Manchester Facility. (48 Combined Hours - Complete)
  • February 21-22, 2012, - Full Staff, In House Boat Show Preparation Meeting
    Clark Marine Manchester Facility. (60 Combined Hours - Complete)
  • March 19-20, 2012 – 3 Technicians, (Rob, Derrick, Nelson) (48 Hours Total - Complete)
    Mercury Advanced 4 Stroke, Lakes Region Community College, Laconia, NH

Total of All Clark Marine Traing Hours Winter 2012: 828 Hours


Training Schedule for Winter 2010-11

  • September 8, 2010 - 6 Technicians, (Steve, Scott, Chad, Tony, Bruce, Keith)
    Introduction to CDS System, on line E-Skills Training. (24 Hours – Done)
  • November 8 - 9, 2010 - 1 Technician, (Rob) (32 Hours – Done)
    Mercruiser EFI, Lakes Region Community College, Laconia, NH.
  • November 29 - 30, 2010 - 2 Technicians, (Keith, Bruce) (32 Hours – Done)
    CDS Systems, Lakes Region Community College, Laconia, NH.
  • December, 1 - 2, 2010 - 2 Technicians, (Keith, Bruce) (32 Hours – Done)
    Smartcraft II, DTS, Lakes Region Community College, Laconia, NH.
  • December, 6 – 9, 2010 -1 Technician (Rob) (32 Hours – Done)
    MerCruiser Drives, Lakes Region Community College, Laconia NH.
  • December, 10, 2010 - (Done/Passed) 2 Technicians (Rob, Keith) (10 Hours – Done)
    MerCruiser Certified Test, Lakes Region Community College, Laconia, NH.
  • December 20th, 5 Star Webinar, 7 Involved, X 4 = (28 Hours – Done)
  • December 21st, 5 Star Webinar, 7 Involved, X 4 = (28 Hours – Done)
  • December 22nd Entire staff, 5 Star Employee Survey Meeting (90 Hours – Done)
  • December 24th Entire staff In House training, Internal Systems. (42 Hours – Done)
  • January 24 – 28 2011, 3 Technicians (Steve, Tony, Chad,) (96 Hours – Done)
  • Mercury, Outboard Systems/Troubleshooting, Lakes Region Community College, Laconia, NH
  • February 1st, Entire Staff, 5 Star Status report, Task List, Employee Handbook
    Input meeting, internal operations Entire Staff (60 Hours – Done)
  • February 10th & 11th, Archie, Bruce, Steve and Nelson (6 4 hours - done)
    Dealer Service Development Series
    • Warranty Administration (4 hours per tech)
    • Customer Service Index (4 hours per tech)
    • Service Transaction Skills (4 hours per tech
    • Parts Counter Skills (4 hours per tech)
  • February 16th, Entire Staff (60 hours – done)
    Basic Sales Training Including Mercury and MerCruiser
    4 hours per each employee

Current training as of 2/17/11: 630 Hours

Currently on staff we have 3 Mercury Outboard Certified Technicians, and 2 MerCruiser Stern Drive Certified Technicians.
10 Hands On Technicians all at varying levels of formal education.
Then there's the Office, Customer service, and Sales staff....

Formally Educating Our Entire Staff Remains A Top Priority To Clark Marine.