Service Manager / Master Tech-Shop Foreman Hybrid

Overview

Salary Range: $60,000-$100,000

Role Summary:

Twisted Torch Harley-Davidson is seeking a dynamic leader to bridge operational management with hands-on shop leadership as we continue to expand. This hybrid role requires a Master Technician’s expertise combined with a manager’s organizational oversight, focusing on maintaining consistency in scheduling, quality control, and seamless communication across advisors, technicians, and parts. You will be a mentor, a decisive leader on the floor, and a steward of our service culture.

Core Responsibilities:

Operational Leadership & Performance: Drive daily service operations, focusing on maximizing throughput, achieving Key Performance Indicators (KPIs) like efficiency, proficiency, and revenue-per-RO, and ensuring high Customer Experience Index (CXI) scores.
Supervise workflow allocation, prioritization, and coordinate closely with the Parts department to maximize overall shop efficiency.
Conduct weekly performance huddles to review production goals, analyze carryover trends, and balance scheduling capacity.
Identify and resolve workflow bottlenecks, implementing process improvements to optimize cycle time.
Technical Oversight & Quality Control: Serve as the final escalation point for complex diagnostics, quality control issues, and customer concerns.
Ensure all warranty submissions, flat-rate tracking, and labor reports are accurately and timely processed within the Dealer Management System (DMS).
Maintain shop safety standards, equipment integrity, and compliance with all H-D operational guidelines.
Team Development & Mentorship: Coach, develop, and foster accountability among technicians and advisors, aligning the team with Harley-Davidson Service standards. Mentor entry- and mid-level technicians in H-D diagnostic methodology, tool usage, and standard processes.

Ideal Profile:

A hands-on, experienced leader with a deep technical background and a proven track record of building and sustaining a high-performance team. Must possess a thorough working knowledge of major DMS platforms (e.g., Talon, Lightspeed, CDK, etc.). The successful candidate leads decisively from the floor and is fully engaged in daily operations.