Service Manager John Elway Harley-Davidson

Position is responsible for achieving maximum profitability of the Service Department while focusing on customer retention. Effectively lead and manage personnel; have a strong knowledge of the service market, and possess an in-depth understanding of how the Service Department affects other departments’ numbers and processes.  

Duties and Responsibilities

• 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.
• Make estimates for internal and wreck repairs.
• Develop procedures in conjunction with the Parts Manager that ensures a smooth flow of parts to Service Technicians during jobs
•  Maintain a high degree of customer satisfaction
• 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.
•  Maintain budgeted revenue and expense objectives
• Develop monthly and annual objectives for the department in collaboration with GM
• Establish procedures to initiate and forward all customers paid, warranty and internal repair orders.
• Ensure that all customers are greeted, assisted and provided the opportunity to receive the maximum and most complete work performed on their equipment.

Qualifications and Job Requirements

• Five years’ progressive experience within the service department of a Powersports or Automotive Dealership
•  Strong leadership skills.
• Strong sales and sales management skills
• Prefer knowledge and experience with servicing of Harley-Davidson General Merchandise, 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 general knowledge & experience with computers
• Valid driver’s license and motorcycle endorsement.