Motorcycle Service Manager - Harley Davidson Dealership

Harley-Davidson of Waco is looking for a customer oriented energetic individual to lead our motorcycle service team to support our rapidly growing dealership!

  

Do you ride? Do you want to lead a technical team responsible for maintaining motorcycles for our valued customers? Start your new career with a highly recognized and desired brand name product and enjoy the experience of working with an energetic, professional, and, enthusiastic service team!

 Job Data

Job Title               Service Manager

Department         Service Department

Supervisor           General Manager / Dealer Principal

Summary Description

Manages Service Advisors, Technicians, staff employees and operations of the service department.

 Key Result Areas

Service Department Operations

Customer Service

Management

 

Major Duties and Responsibilities 

1) Service Department Operations

 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

2)Customer Service

Maintain a high degree of customer satisfaction

Greet customers immediately, in a courteous and friendly manner

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

3) Management

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

Attend training sessions to keep current with service department issues

4) Other Duties

As Assigned

 Supervisory Responsibilities

Establish departmental work schedule, balancing the work loads 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 employees

Maintain records of all employees performance reviews

Ensure appropriate training is provided to all service employees (seminars, workshops, technical schools, etc.)

Commitments

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, GM and owner(s)

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

Qualifications & Job Requirements

5 years progressive experience within the service department of a motor vehicle dealership

Prefer knowledge and experience with sales of Harley-Davidson/Buell motorcycles, 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 experience with other systems

Current, valid motorcycle license

Physical Demands

The noise level in the work environment is usually loud

Occasionally required to bend, stoop, crouch, reach, and handle tools

Occasionally required to bend, stoop, crouch, reach and lift  35lb. of material

Occasionally requires the ability to balance and push a 800lb. motorcycle