SERVICE OPERATIONS JOB DESCRIPTION Service Manager
Dealership Buddy Stubbs Harley-Davidson
Job Title Service Manager
Department Service Department
Reports To General Manager / Dealer Principal
Summary Description
Manages employees and operations of the service department.
Key Result Areas
· Service department operations
· Customer service
· Management
Major Duties and Responsibilities
· Service Department Operations
· Provide prompt, dependable, high-quality vehicle service to internal and external customers.
· Ensure the service department contributes an acceptable level of gross and net profit.
· Maximize service technician productivity.
· Ensure service personnel are alert, well trained, and available when needed.
· Assign work to technicians based on skill level and current resource utilization.
· Review work in progress to ensure quality and timeliness.
· Assist technicians when they have difficulty performing service work, as needed.
· Prepare estimates for internal and wreck repairs.
· Establish procedures to initiate and route customer-pay, warranty, and internal repair orders.
· Develop procedures with the Parts Manager to ensure a smooth flow of parts to service technicians during jobs.
· Become familiar with and proficient in all phases of the computer systems required for service and parts management.
· Ensure employees maintain a clean, efficient, and orderly department.
Customer Service
· Maintain a high degree of customer satisfaction.
· Greet customers immediately in a courteous and friendly manner.
· Handle customer complaints reasonably, demonstrating empathy, a positive attitude, and a 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 repair orders to ensure the situation is corrected.
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 and Sales departments.
· Maintain efficiency reports on sales representatives.
· Provide reports to the General Manager as requested.
· Develop monthly and annual objectives for the department in collaboration with the General Manager.
· Attend training sessions to stay current on service department issues.
· Perform other duties as assigned.
Supervisory Responsibilities
· Establish the 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 the service department.
· Manage employee performance, including evaluation and counseling.
· Assist with recruiting, interviewing, hiring, and terminating employees.
· Maintain records of all employees' performance reviews.
· Ensure appropriate training is provided to all service employees, including seminars, workshops, and sales schools.
Commitments
· Treat all employees and customers fairly, courteously, and with dignity.
· Model superior customer service behavior for all service personnel while maintaining positive relationships with customers, employees, the General Manager, 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.
Qualifications and Job Requirements
· 5 years of progressive experience within the service department of a motor vehicle dealership.
· Preferred: knowledge of and experience with Harley-Davidson motorcycles and other products sold by the dealership, or demonstrated ability to learn them quickly.
· Experience with point-of-sale and parts-and-service management software, or demonstrated ability to learn new systems quickly.
· 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 [enter weight] lb. of material.
· Occasionally requires the ability to balance and push a [enter weight] lb. motorcycle.
Working Conditions
· Frequently works near moving mechanical parts.
· May be exposed to battery acid, gasoline, chemical cleaning materials, or other toxic materials commonly found in a motor vehicle service department.
· May occasionally be exposed to exhaust fumes or other airborne particles.
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Relocation assistance
Work Location: In person
