Service Manager, Harley-Daivdson

Overview

SERVICE MANAGER
ADVENTURE Harley-Davidson, Dover, OH
 
Adventure Harley-Davidson is looking for a motivated and energetic self-starter to add to our service team. Adventure is a fast paced environment focused on selling exceptional customer experiences. The Harley-Davidson product is one of the most exciting retail environments in the world.

*Motorcycle Endorsement is Required within 90 days on the job*
 
Summary Description
            Manages employees and operations of the service department.
 
Key Result Areas

• Service Department Operations
• Customer Service
• Leadership

 
Major Duties and Responsibilities

1. Service Department Operations

• Provide prompt, dependable, high quality vehicle service to (internal & external) customers.
• 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 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.
• 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 and friendly manner.
• 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 repeat orders to ensure the situation is corrected.

3. Management

• Maintain service follow-up programs.
• Grow the volume of service work.

• Maintain budgeted revenue and expense objectives.

3)   Management cont.

• 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.

4. Other Duties

• As Assigned

 
Supervisory Responsibilities

• Establish departmental 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.
• 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.)

 
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, GM and owner(s)
• 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

• 3-5 years progressive experience within the service department of a motor vehicle dealership in a leadership role.
• 3-5 years of sales experience.
• Prefer knowledge and experience with sales of 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 & service management computer software or the ability to quickly learn due to experience with other systems.
• Current, valid motorcycle license.

 
 
Physical Demands

• 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 a 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.

 Please apply online @ http://www.adventureharley.com/employment