Location — Reno, Nevada
Employment — Full-time
Reports to — General Manager

Position summary

The Service Manager leads the daily operations and financial performance of the Reno Harley-Davidson service department. This position oversees the service advisors and technicians and is accountable for department profitability, shop productivity, repair quality, and customer satisfaction. The Service Manager is responsible for growing customer-pay service and warranty pay service, developing the team, and ensuring the department meets its commitments to customers.

Essential responsibilities

• Financial performance. Manage service parts and labor gross profit, billed hours, and effective labor rate. Review daily results against monthly objectives, identify variances, and implement corrective action. Monitor labor discounts, policy adjustments, and unapplied technician time.

• Shop operations. Schedule work based on technician capacity, skill level, and parts availability. Review open repair orders daily, resolve delays, and monitor promised completion dates. Maintain at least 100% shop productivity and a 1:1 billed-to-flagged hours ratio. Review individual technician productivity and address shortfalls.

• Service sales. Coach advisors to prepare accurate estimates, explain recommended maintenance and repairs, obtain customer authorization, and follow up on pending estimates and declined work. Partner with Marketing on the dealership’s Performance Menu and service campaigns. Track inquiries through appointment booking and repair order completion.

• Team leadership. Set individual performance expectations for advisors and technicians. Lead daily production meetings, address performance concerns promptly, and oversee hiring, onboarding, and Harley-Davidson training.

• Customer experience. Establish standards for customer updates, repair authorizations, and vehicle delivery. Personally manage escalated complaints, repeat repairs, and complex warranty cases. Review diagnostic findings with the technician, document decisions, and communicate next steps through resolution.

• Repair quality and warranty administration. Enforce Harley-Davidson service procedures, shop safety standards, and final quality checks. Ensure repair orders accurately document labor, parts, technician findings, and customer authorizations. Oversee warranty claim submission, follow-up, and outstanding receivables.

• Cross-department coordination. Work with Parts to confirm availability and resolve delays. Coordinate with Sales on used motorcycle reconditioning, new motorcycle setup, and customer delivery commitments.

Performance measures

Performance is evaluated against service parts and labor gross profit, customer-pay labor sales, effective labor rate, billed hours, technician productivity, and the billed-to-flagged ratio. Additional measures include estimate approvals, declined-work recovery, service lead conversion, repair order aging, on-time completion, Customer Experience Index (CXI), repeat repairs, and outstanding warranty receivables.

Qualifications

• Management or supervisory experience in a dealership service department or repair shop.

• Demonstrated ability to lead advisors and technicians, improve shop production, and grow customer-pay service.

• Ability to interpret department financial statements and use operating reports to make staffing, scheduling, and dispatch decisions.

• Working knowledge of repair order documentation, labor estimating, warranty administration, and dealership management systems.

• Sound judgment and clear communication when resolving customer concerns, employee performance issues, and repair disputes.

• Harley-Davidson, motorcycle, or powersports service experience preferred. Familiarity with Talon DMS is preferred.