Job Data

Job Title:……………………….. Service Manager

Department:…………………… Service Department

Supervisor:…………………….. Dealer Principal / General Manager (GM)

Pay Class / FLSA Status:…… Salaried / Exempt

Summary Description
Manages employees and operations of the service department.

Key Results Areas:
·        Provide prompt, dependable, high quality motorcycle service to (internal & external) customers.

·        Maintain a high degree of guest satisfaction.

·        Ensure service department contributes an acceptable level of gross & net profit.

·        Maximize productivity levels of service technicians.

·        Grow the volume of service work.

·        Maintain clean, efficient facilities.

Major Duties and Responsibilities:
1)     Service Department Operations
·        Ensure service personnel are alert, well trained, and available when needed.

·        Ensure technicians receive jobs based on skill level and current resource utilization.

·        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 customer paid, warranty and internal repair orders.

·        Develop procedures in conjunction with the Parts Manager which ensure a smooth flow of parts to Service Technicians during jobs.

·        Become familiar and efficient with all phases of the computer system required for service & parts management

·        Ensure employees keep a clean and orderly department.

2)     Customer Service
·        Greet guests immediately, in a courteous and friendly manner.

·        Handle guest complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.

·        Gain the trust and confidence of new guests 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.

·        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 – As Assigned
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 council).

·        Assist with recruiting, interviewing, hiring, and firing employees.

·        Maintain records of all employee performance reviews.

·        Provide training for all service employees (seminars; workshops; sales schools, etc.)

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

·        Model superior guest service behavior for all service personnel by maintaining positive relationships with guests, 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 and productivity.

Qualifications & Job Requirements:
·        Five years progressive experience within the service department of a motor vehicle dealership.

·        1-2 years of knowledge and experience with sales of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.

·        2 years of experience with point-of sale (POS) and parts & service management computer software or the ability to quickly learn due to experience with other systems.

·        Current 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 requires the ability to lift 40 lb. of material.

·        Occasionally requires the ability to balance and push a 600+ 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.

About Calumet Harley-Davidson, Inc.

25 years and growing family owned and operated multi-award winning full line H-D dealership located in the major metro of  Chicagoland-Northwest Indiana with a thriving riding community and motorcycle community.