Job Title:                           Service Manager

Department:                      Service

Supervisor:                        General Manager

Summary Description

Responsible for achieving maximum profitability of the service department while focusing on customer retention. Effectively lead and manage personnel; have a strong knowledge of the service market, and possess an in-depth understanding of how the Service Department affects other departments’ numbers and processes.

Duties and Responsibilities

• Provide prompt, dependable, high quality vehicle service to (internal & external) customers.
• Ensure service department contributes an acceptable level of gross $ net profit.
• Maximize productivity levels of service technicians.
• Ensure service personnel are alert, well trained, and available when needed.
• Review work-in-progress to ensure quality and timeliness.
• Occasionally assist technicians when they are having difficulty performing service work.
• Make estimates for internal and wreck repairs.
• Establish procedures to initiate and forward all customers paid, warranty and internal repair orders.
• Develop procedures in conjunction with the Parts Manager that ensures a smooth flow of parts to Service Technicians during jobs.
• Become familiar and efficient with all phases of the computer system required for service and parts management.
• Ensure employees keep a clean, efficient, and orderly department.
• Maintain a high degree of customer satisfaction.
• Greet customers immediately, in a courteous and friendly manner.
• Ensure that all customers are greeted, assisted and provided the opportunity to receive the maximum and most complete work performed on their equipment.
• Handle customer complaints reasonably, showing empathy and a positive attitude and demonstrate our commitment to “Make Things Right”.
• Gain the trust and confidence of new customers when they are introduced to the service department.
• Give special attention to repeat orders to ensure the situation is corrected.
• Maintain service follow-up programs.
• Grow the volume of service work.
• Maintain budgeted revenue and expense objectives.
• Develop promotional campaigns in conjunction with the Parts & Sales departments.
• Maintain efficiency reports on sales representatives.
• Provide reports to GM, as requested.
• Develop monthly and annual objectives for the department in collaboration with GM.
• Ensure all end of day reports are completed.
• Attend training sessions to keep current with service department issues.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• Establish departmental work schedule, balancing the workloads of all employees with the needs of the department.
• Enforce and maintain the department work schedule.
• Monitor and address all comebacks with individual technicians.
• Establish job assignments for all service employees within their skill levels.
• Set policies and procedures for service department.
• Manage employee performance (evaluate and counsel).
• Ensure employees are following policies expected of them – Inspect what you Expect
• Assist with recruiting, interviewing, hiring, and termination employees.
• Maintain records of all employees’ performance reviews.
• Ensure appropriate training is provided to all service employees (seminars, workshops, schools, etc.)

Qualifications & Job Requirements 

• Five years’ progressive experience within the service department of a motor vehicle dealership.
• Strong leadership skills.
• Strong sales and sales management skills.
• Previous experience in developing and coaching a high-performance service team.
• Prefer knowledge and experience with servicing of Harley-Davidson General Merchandise, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Experience with Point-of-Sale and Parts & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.
• Capable of pushing and loading motorcycles.
• High school diploma or equivalent.
• Valid driver’s license and motorcycle endorsement.
• Passion for the motorcycling lifestyle and riding community.

Physical Demands 

• Requires the use of both hands.
• Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
• Requires the ability to balance and push a 600+lb motorcycle.

Working Conditions

• The noise level in the work environment is usually loud.
• Potential exposure to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• Occasionally exposed to exhaust fumes or other airborne particles.
• Frequently works near moving mechanical parts.