Production Services Manager

Job Description: Service & Production Manager

Company: Side by Side OutletFLSA Status: Exempt (Salary Production Bonus)Reports to: OwnerSupervises: Service Technicians and Service Advisors/Writers if applicablePosition Summary:

The Service & Production Manager owns the throughput, quality, and profitability of the shop, while also driving and supporting sales of new and used side-by-sides (SxS/UTVs). This role leads the technician team, performs service writing/RO management, schedules work to promised timelines, enforces quality standards, and partners with the sales team to ensure clean, ready-to-deliver units and an exceptional customer experience.

Key Results You’re Accountable For:

• On-Time Delivery Rate (meet or exceed shop promise dates).
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• Quality/First-Time Fix Rate (low comebacks and rework).
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• Technician Efficiency & Productivity (flat-rate/billed hours vs. clocked hours).
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• Service & Unit Gross Margin Targets (as set by the Owner).
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• WIP (Work in Process) Velocity and cycle time reduction.
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• Clean, accurate ROs and zero write-off warranty processing.
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• Customer satisfaction/ Reviews tied to service and delivery experience.

Core Responsibilities:

 Own the daily/weekly production schedule; assign jobs to technicians based on skill, efficiency, and workload.

 Perform service writing: open/close ROs, estimate labor/parts, secure approvals, document diagnostics and tech notes, and finalize invoices.

 Monitor WIP, parts availability, and warranty approvals to avoid stalls and bottlenecks.

 Implement and enforce quality control checkpoints (e.g., post-repair test rides, PDI on new/used units).

 Track and report shop KPIs (efficiency, productivity, on-time delivery, comebacks, margins) to the Owner.

 Standardize and continuously improve SOPs for diagnostics, PDI, warranty, and customer communication.

 Ensure compliance with manufacturer warranty processes and accurate, timely claim submissions.

Qualifications:

• 3 years in powersports, automotive, marine, or similar shop leadership.
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• Hands-on experience with service writing/RO management and technician supervision.
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• Strong understanding of UTV/SxS systems, diagnostics, flat-rate labor practices, and warranty processes.
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• Proven track record of hitting production goals, improving throughput, and managing margins.
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• Proficiency with DMS/Shop Management Systems, scheduling, and KPI reporting.
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• Excellent communication, prioritization, and conflict resolution skills.
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• OEM certifications or small engine/mechanical certifications are a plus.

Work Schedule:

Full-time, salaried. Monday–Friday, 8:00 a.m.–6:00 p.m., with seasonal Saturday coverage as needed.

Compensation:

Base Salary: TBD

Production Bonus: Based on shop KPIs. Sample structure:

- 100–109% Tech Efficiency: $X bonus

- 110–119% Tech Efficiency: $Y bonus

- ≥120% Tech Efficiency <2% Comebacks On-Time Delivery ≥95%: $Z bonus

Physical Requirements:

Ability to work in a shop environment (standing, bending, lifting up to 50 lbs, exposure to noise/chemicals). Occasional test rides.

Tools & Systems Used:

• Shop management software.
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• OEM diagnostic tools and service portals.
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• Standard office tools (Excel/Sheets, email, etc.).

EEOC Statement:

Side by Side Outlet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.