Service Manager

Overview

Job Title                                     ServiceManager

Department                             Service Department

Supervisor                                General Manager

Summary Description

Manages the employees and operations of the service department. Employment with the company is at-will and no employment contract is required.

Key Result Areas

1.       Service Department Operations

2.       Customer Service

3.       Management

4.       Other Duties

Major Duties and Responsibilities

1.       Service Department Operations

§  Provide prompt, dependable, high quality vehicle service to internal and external customers.

§  Ensure service department contributes an acceptable level of gross and 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.

2.       Customer Service

§  Maintain a high degree of customer satisfaction.

§  Greet customers immediately, in a courteous and friendly manner.

§  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.

3.       Management

§  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.

§  Attend training sessions to keep current with service department issues.

4.       Other Duties

§  If needed, you may be asked to perform other duties in the department.

Supervisory Responsibilities

·         Establish departmental work schedule, balancing the work loads of all employees.

·         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).

·         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, sales schools, etc.)

Commitments

·         Treat all employees and customers fairly, courteously, and with dignity.

·         Model superior customer service behavior for all service personnel, maintaining positive relationships with customers, employees, GM and owner(s).

·         Be prompt and available for flexible scheduling.

·         Be honest and fair in all business dealings.

·         Demonstrate an interest in growing the service business.

·         Focus on quality.

·         Immediately alert General Manager to mistakes or irregularities.

Qualifications & Job Requirements

·         5+ year’s progressive experience within the service department of a motor vehicle dealership.

·         Prefer knowledge and experience with sales of Harley-Davidson motorcycles, 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 experience with other systems.

·         Current, valid motorcycle license.

Physical Demands

·         The noise level in the work environment is usually loud.

·         Occasionally required to bend, stoop, crouch, reach, and handle tools.

·         Occasionally required to bend, stoop, crouch, reach and lift 30 lb. of material.

·         Occasionally requires the ability to balance and push a 500 lb. motorcycle.

Working Conditions

·         Frequently works near moving mechanical parts.

·         Is potentially exposed 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.