Service Manager

Overview

Shawnee Cycle Plaza has an opening for an EXPERIENCED and proven  Service Manager.. Candidates must possess strong communication skills and understanding of the motorcycle/ATV service  processes. Lightspeed experience is a plus. A MINIMUM of 1 year previous dealership management experience is REQUIRED for this position.

Major Duties and Responsibilities

Service Department Operations

• Provide prompt, dependable, high quality vehicle service to internal & externalcustomer.
• Ensure service department contributes an acceptable level of gross & net profit.
• Maximize productivity levels of service technicians.
• 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 sure estimates for internal and wreck repairs are done in a timely manner and communicated to customers.
• Establish procedures to initiate and forward all customer paid, warranty and internal repair orders.
• Become familiar and efficient with all phases of the computer system required for service management.
• Ensure employees keep a clean, efficient, and orderly department.
• Superior customer contact is the first step to superior customer service.
• Maintain a high degree of customer satisfaction.
• 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 comeback repairs to ensure the situation is corrected.
• Delegate and empower your staff in order to truly manage the department.
• Inspect what you expect.
• 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.
• Provide reports to Dealer Principal.
• Meet monthly and annual objectives for the department.
• Attend training sessions to keep current with service department issues.
• Commit to running a profitable department.

  Supervisory Responsibilities

• Establish department 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.
• Enforce policies and procedures for service department.
• Manage employee performance (evaluate and council).
• Assist with recruiting, interviewing, hiring, and terminating employees with the help of Executive Directors and Human Resources.
• Conduct employee performance reviews with Human Resources.
• Provide training for all service employees (seminars; workshops; schooling etc.)
• Ensure that all new employees understand their job description and know how to do their job.

Benefits:

• 401k with employer match
• Medical, Dental, Vision Insurance
• Employee Discounts
• Life Insurance
• VoluntaryShort-term and Long-term disability Insurance
• Colonial Life Voluntary  Accident, Hospital, Critical Illness and Cancer Insurance
• Flexible Spending Account