Service Manager

Overview

POSITION CLASSIFICATION:  SERVICE MANAGER

DEFINITION: The Service Manager acts as the manager of the employees and operations of the Service Department. He/she may perform point-of-sale and other tasks as assigned based on the needs of the business.

REPORTS TO: General Manager, Dealer Principal

SUPERVISES: Oversees Service Counter Sales Specialists, Bike Detailers, Truck Drivers, Technicians, and in the case of a department manager’s absence, the employees of the absent manager’s department

DISTINGUISHING CHARACTERISTICS:
The Service Manager works closely with the Service Sales Specialists and Technicians, to obtain monthly and annual sales goals set in agreement by the GM and Dealer Principal. Punctual, regular and reliable attendance is essential for successful job performance.
 
ESSENTIAL JOB FUNCTIONS:
Manage employees and operations of the Service Department.

Ensure all Service Department personnel are well trained, available when needed.

Ensure the needs of the departments are being met.

Review on bi-weekly basis all special orders for stock and Service repair orders with
Parts Manager to ensure a fast moving balanced inventory of Parts & Accessories.

Assist counter staff and service technicians when needed.
 
Become familiar and efficient with all phases of the computer system required for Service management.
 
Ensure employees keep a clean and orderly department.
 
Employ sound management practices to ensure the Service Department contributes acceptable levels of gross and net profit.
 
Maximize return on investment of technician hours available and monitor productivity levels.
 
Grow the volume of Service and sales while maintaining the department’s revenue and budgeted expense objectives.
 
Develop advertising and promotional campaigns for Service through “exceptional” promotions that bring in both “new and existing” customers into the dealership on a regular basis.
 
Provide reports to Dealer Principal or General Manager, as requested.
 
Develop monthly and annual objectives for the department in collaboration with Dealer Principal or General Manager.
 
Provides superior customer service to both internal (service department) and external customers.
 
Greet customers immediately, in a courteous and friendly manner and handle telephone transactions quickly, and courteously.
 
Point out any sales, specials, or new merchandise to staff and customers.
 
Handle customer complaints reasonably, showing empathy and a positive attitude and demonstrate our commitment to superior customer service.
 
Establish departmental work schedule, balancing the workload of all employees.
 
Set policies and procedures for the Service Department and manage their performance (evaluate and council).
 
Assist Dealer Principal or General Manager with recruiting, interviewing, hiring, and terminating employees.
 
Maintain records of all employee performance reviews.
 
Review work-in-progress to ensure quality and timeliness.
 
Establish procedures to initiate and forward all customers paid, warranty and internal repair orders.
 
Develop procedures in conjunction with the Parts Manager and Parts/Service Liaison that ensures a smooth flow of parts to service technicians during jobs.
 
Maintain a high degree of customer satisfaction.
 
Maintain service follow-up programs.
 
Grow the volume of service work.
 
Monitor and address all comebacks with individual technicians.

WORK ENVIRONMENT AND EQUIPMENT USED:
Work is performed indoors primarily on the showroom floor, the service lane or the Service Manager’s office. Some tasks as assigned may require the Service Manager to demo a motorcycle, or deliver a motorcycle, as the needs of the business may dictate.
Equipment used includes motor vehicle (provided if needed), computer, copier, telephone, FAX, and other commonly used office equipment.

PHYSICAL DEMANDS
 
The noise level in the work environment is occasionally loud. Occasionally required to bend, stoop, crouch, reach, and lift up to 40-50 lb. material.
 
Occasionally requires the ability to balance and push a 900-1000 lb. motorcycle.
 
WORKING CONDITIONS
 
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.

DESIRABLE QUALIFICATIONS:
Knowledge of: Manufacturer's product line (motorcycles, parts and clothing, service). Knowledge of safe work practices and techniques for diffusing hostile situations.
Ability to: enforce company handbook and regulations firmly, tactfully and impartially; develop and recommend policies; communicate effectively with individuals and groups regarding complex or sensitive issues or regulations; establish and maintain effective working relations with the manufactuer and it's representatives, outside agencies and the community; analyze and evaluate operations; and develop and implement corrective action to resolve problems.

EDUCATION AND EXPERIENCE:
High school graduation or GED.
Minimum of 5 years of progressively responsible professional experience in Vehicle (Auto or Motorcycle) Sales or Service, and/or Retail Sales Management.
Experience with retail sales and inventory management.
Prefer knowledge and experience with servicing of 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 general knowledge and experience with computers.

LICENSES, CERTIFICATES AND OTHER REQUIREMENTS:

• Valid Driver’s License
• Valid Motorcycle Endorsement
• Insurable