Lead Parts & Labor Specialist

Summary Description

Manages employees and operations of the showroom and Fixed Operations department activities.

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 customers.
• Ensure service department contributes an acceptable level of gross $ net profit.
• Maximize productivity levels of service technicians.
• Monitor work-in-progress for timeliness and quality. 
• Occasionally assist technicians when they are having difficulty performing service work.
• Make estimates for internal and wreck repairs.
• 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.
• Gain the trust and confidence of new customers when they are introduced to the service department.

3) Management

• Maintain service follow-up programs (phone calls, texts, emails, etc.).
• Grow the volume of service work.
• Maintain budgeted revenue and expense objectives.
• Develop promotional campaigns in conjunction with the Parts & Sales departments.
• Provide reports to Fixed Operations Manager as requested.
• Attend training sessions to keep current with service department issues.
• Other duties as assigned

Supervisory Responsibilities

• Establish and maintain technician work schedule, balancing the work loads of all technicians.
• Establish and maintain PAL work schedule, balancing the work loads of all PALS.
• Manage PALS performance (evaluate and counsel).
• Assist with recruiting, interviewing, hiring, and termination employees.
• Ensure appropriate training is provided to all PALS (seminars, workshops, sales 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

• 1 years of progressive experience within the service department of a motor vehicle dealership preferred.
• Prefer 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, valid motorcycle license.

Physical Demands

• The noise level in the work environment is usually loud.
• Occasionally required to bend, stoop, crouch, reach, lift up to 30 lb. of material, and handle tools.
• Occasionally requires the ability to balance and push a 600-900 lb. motorcycle.

Working Conditions 

• 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.