Overview

We are currently seeking an outgoing, motivated, self-starter who possesses the knowledge and skills to operate a “best in class” Service Department. If you are passionate about the Harley-Davidson brand, its customers, and maintaining our high level of customer satisfaction, then we want you as part of our team.

Qualified candidates must possess exceptional service management, internal/external customer service skills and be a team player who wants to continue moving the service department in a forward direction. Candidates should also have experience with Harley Davidson Motorcycles, the products sold by the dealership, and a valid motorcycle endorsed license.

Service Department Operations

·     Provide prompt, dependable, high quality vehicle service.

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

·     Maximize productivity levels of service technicians.

·     Ensure proper scheduling of jobs to technicians and maintain scheduled workload.

·     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.

·     Ensure all customers paid, warranty and internal repair orders are audited and billed properly.

·     Audit, submit and reconcile all warranty claims for both factory and extended warranty.

·     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.

Customer Service

·     Maintain a high degree of customer satisfaction.

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

·     Handle customer complaints reasonably, showing empathy, a positive attitude and 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 comebacks to ensure the situation is corrected.

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.

Supervisory Responsibilities

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

·         Monitor and address all comebacks with individual technicians.

·         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.)