Service Manager – H-D Motorcycles!

Overview

Job Title:                     Service Manager
Department:              Service Department
Reports to:                 General Manager
FLSA Status:                Salary/Exempt/Full-Time/Safety Sensitive
 
Job Summary:
To deliver such a memorable experience to every customer, that they refer at least one person to our dealership.  Manage employees and operations of the service department.
 
Job Responsibilities:
Service Department Operations

• Ensure service department contributes an acceptable level of gross $ net profit.
• Maximize productivity levels of service technicians.
• 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 customers paid, warranty and internal repair orders.
• Develop procedures in conjunction with the Parts Manager that ensures a smooth flow of parts to Service Technicians during jobs
•  Become familiar and efficient with all phases of the computer system required for service and parts management.
• Initiate procedures for quick and efficient handling of warranty situations

 
Customer Service

• Maintain a high degree of customer satisfaction.
• Gain the trust and confidence of new customers when they are introduced to the service department.
• Greet customers immediately, in a courteous and friendly manner
• Handle telephone transactions quickly, and courteously.
• Give special attention to repeat orders to ensure the situation is corrected.
• Establish and ensure road test, pre-delivery inspection, and vehicle delivery policies and procedures are followed.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to Make Things Right.
• Provide prompt, dependable, high quality vehicle service to all customers internal and external
• Participate, develop and implement promotional campaigns solely for the Service Department and in conjunction with other departments within the store

 
Management

• Ensure service personnel are alert, well trained, motivated, and available when needed.
• Maintain service follow-up programs
• Monitor and address all comebacks with individual technicians.
• Establish job assignments for all service employees within their skill levels.
• Maintain budgeted revenue and expense objectives.
• Provide reports to GM, as requested.  Monthly sales versus goals versus past years.
• Develop monthly and annual objectives for the department in collaboration with GM.
• Attend training sessions to keep current with sales department issues.
• Attend weekly Mgt. Meetings prepared to report numbers and status of department
• Establish departmental work schedule, balancing the work loads of all employees
• Set policies and procedures for service department.
• Manage employee performance (evaluate and counsel).
• Assist with recruiting, interviewing, hiring, and terminating employees.
• Maintain records of all employee performance reviews.

 
Commitments

• Be honest and ethical in all business practices.
• Always work in compliance of legal guidelines.
• Model superior customer service behavior for all dealership personnel by maintaining positive relationships with customers, employees, GM and owner(s).
• Continually learn more about the products and services available. Attend training sessions to keep current with sales techniques and other sales department issues.
• Be prompt and available for flexible scheduling.
• Meet or exceed sales quotas on a regular basis.
• Demonstrate an interest in growing the business.
• Focus on quality.
• Always think before we speak and never lose our composure.
• Get certified in P.A.C.E. within 90 days of date of hire
• Complete “Kick Start” within 1st week of starting.

 
Job Requirements:

• 5+ years experience within the service department of a motor vehicle dealership
• Experience with point-of-sale and parts & service management computer software or the ability to quickly learn due to experience with other systems
• Current, valid motorcycle license.
• Knowledge and experience with motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.

 
Physical Demands:

• The noise level in the work environment is occasionally loud.
• Occasionally required to bend, stoop, crouch, reach, and lift up to 50 lbs.
• Ability to stand on feet for lengthy periods of time, up to 8 consecutive hours
• Occasionally requires the ability to balance and push a 800+ lb. motorcycle.

 
Working Conditions:

• Usually indoors, however outdoor work is required when outdoor events are scheduled.
• 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.

We are an Equal Opportunity Employer (Gender/Minority/Veterans/Disabled) and participate with the E-Verify Employment Eligibility program