Service Manager
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 the service department contributes an acceptable level of gross profit and 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 with 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 “Provide Excellent Customer Service”.
Gain the trust and confidence of new customers when they are introduced to the service department.
Give special attention to be-back 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 the 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 terminating 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 Harley-Davidson, 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.