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 & 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.
  • 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 that ensures a smooth flow of parts to Service Technicians during jobs.
  • Become familiar and efficient with all phases of the computer system required for service and parts management.
• 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.
• 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.
• Other Duties
  • As assigned

Supervisory Responsibilities

• 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 counsel).
• Assist with recruiting, interviewing, hiring, and termination employees.
• Maintain records of all employee’s performance reviews.
• Ensure appropriate training is provided to all service employees (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

• Two years progressive experience within the service department of a motor vehicle dealership.
• 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 driver’s license.
• 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 50lb. of material.
• Occasionally requires the ability to balance and push a 900lb. motorcycle.

Working Conditions

• Frequently works near moving mechanical parts.
• Occasionally works in an area with battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• Occasionally works in an area with exhaust fumes or other airborne particles.

Signature Harley-Davidson offers: 401k retirement plan, medical, dental and vision insurance, paid time off and employee retail discount.

Signature Harley-Davidson is an Equal Opportunity Employer.