Job Title: Service Manager
Department: Service
Supervisor: General Manager
Pay Class/Status: Commission/Exempt
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 & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.
- 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 a 600+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.