Service Manager

Manages employees and operations of the service department.

• Service Department Operations
• Customer Service
• Management

• · Provide prompt, dependable, high quality vehicle service to (internal and external) customers,
• · Ensure the service department contributes an acceptable level of gross net profit.
• · Maximize productivity levels of service technicians.
• · Ensure service personnel are well trained and available when needed.
• · Ensure Technicians receive jobs based on skill level and current resource utilization.
• · Review work-in-progress to ensure quality and timeliness.
• · Occasionally assist technicians when they are having difficulty performing service work.
• · Oversee or create estimates for wreck repairs, work honestly and effectively with insurance companies.
• · Establish procedures to initiate and finalize all customer paid warranty and internal repair orders, ensuring required information is documented.
• · Develop procedures in conjunction with the parts manager that ensure a smooth flow of parts to service technicians during jobs.
• · Oversee warranty repairs and OEM requirements, ensuring claims are accurate and warrantable items returned to OEM if required.
• · 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 manner.
• · Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right.” Follow up immediately with any customer concerns.
• · Gain the trust and confidence of new customers when they are introduced to the service department.

• · Grow the volume of service work.
• · Maintain budgeted revenue and expense objectives.
• · Develop promotional campaigns in conjunction with the parts and sales departments.
• · Maintain efficiency reports on service representatives.
• · Provide reports to general manager and controller, as requested.
• · Develop monthly and annual objectives for the department in collaboration with the general manager.
• · Complete required training sessions to keep current with service department issues.

• · As assigned.

• · Establish departmental work schedule, balancing the workloads of all employees.
• · 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).
• · Assist with recruiting, interviewing, hiring and termination of employees.
• · Work with HR Manager to maintain record of all employees performance reviews.
• · Ensure appropriate training is provided to all service employees and completed timely.
• · Promote teamwork within the department as well as with other departments.

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all service personnel, maintaining positive relationships with customers, employees, the controller, department managers, and owners.
• Be prompt and available for flexible scheduling.
• Be honest and fair in all business dealings.
• Demonstrate an interest in growing the service business.
• Focus on quality.

• · Three years progressive experience within the service department of a motor vehicle dealership.
• · Prefer knowledge and experience with Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn…