Service Manager

Service Manager – Knoxville Powersports

Knoxville Powersports is seeking an experienced Service Manager to take ownership of the day-to-day performance and continued growth of our Service Department.

We operate in a fast-paced, high-volume dealership environment where communication, urgency, organization, and accountability matter. The Service Manager is responsible for leading the service team, managing workflow, developing employees, delivering an excellent customer experience, and ensuring the department meets its operational and financial goals.

This is a hands-on leadership position. We are looking for someone who can manage the numbers while also being present in the department—coaching employees, solving problems, monitoring workflow, communicating with customers, and keeping work moving efficiently through the shop.

RESPONSIBILITIES

• Lead, coach, train, and hold accountable Service Department employees.

• Manage the daily workflow of the department to ensure repair orders move efficiently from write-up through completion.

• Monitor technician productivity, efficiency, work quality, and overall shop performance.

• Establish clear expectations and maintain accountability for performance, attendance, communication, and customer service.

• Work closely with Service Advisors and technicians to identify and resolve workflow issues before they impact customers.

• Ensure customers receive timely, professional communication regarding repairs, estimates, approvals, delays, and completion.

• Address escalated customer concerns professionally and work toward practical resolutions.

• Review department performance and take action to achieve established monthly and annual goals.

• Manage labor sales, gross profit, expenses, staffing, scheduling, and other key departmental performance measures.

• Understand and manage the department within established budgets and performance expectations.

• Work closely with Parts to ensure parts availability, ordering, and communication support efficient repair completion.

• Partner with Sales to prioritize new-unit setup, internal repair orders, accessory installations, and sold-unit deadlines.

• Identify opportunities for additional legitimate service and repair work while maintaining customer trust.

• Maintain organized repair-order documentation and ensure work is properly authorized, completed, and closed.

• Ensure warranty work and manufacturer requirements are handled accurately and timely.

• Maintain a clean, organized, productive, and safety-focused Service Department.

• Ensure departmental practices comply with company policies and applicable federal, state, and local requirements.

• Communicate department needs, challenges, staffing concerns, and performance results to the General Manager.

• Perform other duties necessary to support the dealership and Service Department.

QUALIFICATIONS

• Previous management or leadership experience in a service, repair, or dealership environment required.

• Powersports, motorcycle, ATV/UTV, marine, or automotive service experience strongly preferred.

• Strong understanding of service department workflow and repair-order management.

• Experience managing technicians and other service personnel in a production-based environment.

• Ability to understand and manage departmental financial performance, including labor sales, gross profit, productivity, expenses, and budgets.

• Proven ability to coach employees, set expectations, address performance issues, and build an accountable team.

• Excellent communication and customer-service skills.

• Strong problem-solving ability and the ability to remain composed when handling difficult situations.

• Highly organized with the ability to prioritize and manage multiple demands in a fast-paced environment.

• Comfortable using dealership management systems, OEM portals, tracking tools, and other business software.

• Experience with Lightspeed DMS is a plus.

• High school diploma or GED required.

• Valid driver's license and acceptable driving record.

• Ability to work effectively with employees and customers from a wide range of backgrounds and experience levels.

WHAT WE'RE LOOKING FOR

We need a Service Manager who owns the department.

Someone who notices when work is backing up and acts. Someone who knows where the technicians stand, what customers are waiting on, what is preventing an RO from moving forward, and what the department needs to hit its goals.

The successful candidate will bring structure without creating unnecessary bureaucracy, hold people accountable without losing the team, and understand that profitability and customer service go hand in hand.

If you have experience leading a busy service operation and want the opportunity to make an impact in a growing powersports dealership, we want to hear from you.