Job Data

Job Title:
Department:
Supervisor:
Pay Class / FLSA Status:

Service Manager
Service Department
General Manager / Dealer Principal
Salaried / Exempt

• Manages employees and operations of the service department.

• Service Department Operations
• Customer Service
• Management

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.
   • 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.
   • Make estimates for internal and wreck repairs.
   • Establish procedures to initiate and forward all customer paid, warranty and internal repair orders.
   • Develop procedures in conjunction with the Parts Manager which ensure a smooth flow of parts to Service Technicians during jobs.
   • Become familiar and efficient with all phases of the computer system required for service & 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

• 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 council).
• Assist with recruiting, interviewing, hiring, and firing employees.
• Maintain records of all employee performance reviews.
• Provide training for all service employees (seminars; workshops; sales schools, etc.)

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all service personnel by 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.

• Five years progressive experience within the service department of a motor vehicle dealership.
• Knowledge and experience with sales of Harley-Davidson 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 motorcycle license.

• The noise level in the work environment is usually loud.
• Occasionally required to bend, stoop, crouch, reach, and handle tools.
• Occasionally requires the ability to lift 40 lb. of material.
• Occasionally requires the ability to balance and push a 600+ lb. motorcycle.

• Frequently works near moving mechanical parts.
• Is potentially exposed 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.