Service Manager

Overview

Job Data

Job Title: Service Manager

Department: Service Department

Supervisor: Controller / Owners

Hours: Saturdays required, Tues – Sat

Summary Description

Manages employees and operations of the service department.

Key Result Areas

Service Department Operations
Customer Service
Management

Major Duties and Responsibilities

1.) Service Department Operations.

· Provide prompt, dependable, high quality vehicle service to (internal and external) customers,

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

· Maximize productivity levels of service technicians.

· Ensure service personnel are 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.

· Oversee or create estimates for wreck repairs, work honestly and effectively with insurance companies.

· Establish procedures to initiate and finalize all customer paid warranty and internal repair orders, ensuring required information is documented.

· Develop procedures in conjunction with the parts manager that ensure a smooth flow of parts to service technicians during jobs.

· Oversee warranty repairs and OEM requirements, ensuring claims are accurate and warrantable items returned to OEM if required.

· 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 manner.

· Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right.” Follow up immediately with any customer concerns.

· Gain the trust and confidence of new customers when they are introduced to the service department.

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 and sales departments.

· Maintain efficiency reports on service representatives.

· Provide reports to general manager and controller, as requested.

· Develop monthly and annual objectives for the department in collaboration with the general manager.

· Complete required training sessions to keep current with service department issues.

4.) Other Duties

· As assigned.

Supervisory Responsibilities

· Establish departmental work schedule, balancing the workloads 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 of employees.

· Work with HR Manager to maintain record of all employees performance reviews.

· Ensure appropriate training is provided to all service employees and completed timely.

· Promote teamwork within the department as well as with other departments.

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, the controller, department managers, and owners.
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.

Qualifications & Job Requirements

· Three years progressive experience within the service department of a motor vehicle dealership.

· Prefer knowledge and experience with 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 and service management computer software or the ability to quickly learn. Must be experienced in tracking and creating reports.

· Current, valid motorcycle license

Physical Demand

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 50 lb. of material.
Occasionally requires the ability to balance and push up to a 1,000 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 the Store

Store is in its 49th year under the current ownership
Many events with customer interaction: Bike Nights, Open Houses, Parties, Children Events, Rides, Rallies, etc.
Many 20-year-plus employees
Open to new ideas