Job Title: Service Manager
Department: Service
Supervisor: General Manager
Summary Description
Responsible for achieving maximum profitability of the service department while focusing on customer retention. Effectively lead and manage personnel; have a strong knowledge of the service market and possess an in-depth understanding of how the Service Department affects other departments' numbers and processes.
Duties and Responsibilities
* 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.
* 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.
* Maintain a high degree of customer satisfaction.
* Greet customers immediately, in a courteous and friendly manner.
* Ensure that all customers are greeted, assisted and provided the opportunity to receive the maximum and most complete work performed on their equipment.
* 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.
* 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.
* Maintain efficiency reports on sales representatives.
* Provide reports to GM, as requested.
* Develop monthly and annual objectives for the department in collaboration with GM.
* Ensure all end of day reports are completed.
* Attend training sessions to keep current with service department issues.
* Perform other related duties as assigned or requested.
Supervisory Responsibilities
* Establish departmental work schedule, balancing the workloads of all employees with the needs of the department.
* Enforce and maintain the department work schedule.
* 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).
* Ensure employees are following policies expected of them – Inspect what you Expect.
* 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, schools, etc.).
Qualifications & Job Requirements
* Five years' progressive experience within the service department of a motor vehicle dealership.
* Strong leadership skills.
* Strong sales and sales management skills.
* Previous experience in developing and coaching a high-performance service team.
* Prefer knowledge and experience with servicing of Harley-Davidson General Merchandise, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
* Experience with point-of-sale and parts and service management computer software or the ability to quickly learn.
* Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
* Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
* Capable of pushing and loading motorcycles.
* High school diploma or equivalent.
* Valid driver's license and motorcycle endorsement.
* Passion for the motorcycling lifestyle and riding community.
Physical Demands
* Requires the use of both hands.
* Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
* Requires the ability to balance and push an 800+lb motorcycle.
Working Conditions
* The noise level in the work environment is usually loud.
* Potential exposure 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.
* Frequently works near moving mechanical parts.