Overview

“We are passionate about Harley-Davidson motorcycles, the people who ride them and the community in which they ride. Our mission is to engage our customers and the community in meaningful and long-lasting relationships by enthusiastically representing the iconic brand, employing well-trained and motivated sales and service staff, promoting safe and responsible riding and actively connecting with and giving back to the community we serve.”

Southern Thunder Harley-Davidson offers a great medical benefits package, 401(k) with match, paid sick time, professional growth opportunities and a fun place to work!  

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 for the motorcycle dealership.

 

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

Important Notes
Great benefits, long-term professional growth, and a fun place to work!

About Southern Thunder Harley-Davidson

Harley-Davidson of ScottsdaleGo AZ Motorcycles Scottsdale, Go AZ Motorcycles Peoria, Go AZ Motorcycles Cottonwood, & Go AZ Motorcycles Flagstaff, as well as Southern Thunder Harley Davidson in Southaven, MS strive to engage our customers in meaningful and long-lasting relationships.  We are passionate about motorcycles, the people who ride them and the community in which they ride.  Our offering includes the best brands, employing well-trained and motivated staff, promoting safe and responsible riding, and actively connecting with and giving back to the local community we serve.

GO AZ Motorcycles is proud to represent seven premier European motorcycle brands - BMW, Ducati, Aprilia, Vespa, Piaggio, Triumph, KTM, Royal Enfield, and Moto Guzzi - while introducing the Northwest Valley to the level of customer service that earned our sister store, GO AZ Motorcycles in Scottsdale, the title of #1 Dealership in North America for 2013 and 2014 (PowersportsBusiness.com) and a perennial spot among Dealernews' Top 100 Dealers.

With a relentless focus on customer service, satisfaction and safety, GO AZ Motorcycles delivers a dealership experience like no other. Offering both new and pre-owned inventory and featuring three distinctive showrooms, fully-appointed customer lounge, coffee bar, grill patio, advanced audio visual system and professionally outfitted performance stage, GO AZ Motorcycles is the destination for powersports enthusiasts. Expanding our brands to Northern Arizona with the addition of our Cottonwood and Flagstaff location. Customers can shop Kawasaki, Polaris, Slingshot, Honda, Yamaha, Suzuki, and Can-Am. There's something for everyone!

Harley-Davidson of Scottsdale is the worlds largest Harley Davidson dealership and boasts some of the best customer satisfaction scores in the US.

Currently functioning in one of America’s nicest facilities as rated by the Harley-Davidson Retail Environment Group, Southern Thunder is a model for green building technology. The dealership is the second Harley-Davidson dealership in the country to achieve Leadership in Energy and Environmental Design (LEED) certification and the eighth building of any type to achieve similar status in Mississippi.

Only the best need apply!  We offer free motorcycle training, paid professional development and training, excellent benefits programs, and a generous PTO policy.

Check us out on Facebook and YouTube! or if you're in the area stop by to experience our unique brand of excellence for yourself!