Hands-On Service Manager — Powersports Growth Leader

Knoxville-Powersports; Knoxville (TN); On-site; USD 60,000 - 90,000; Full time

Job summary

Knoxville Powersports is seeking an experienced Service Manager to take ownership of the day-to-day performance and growth of the Service Department in our fast-paced dealership. This hands-on leadership role requires coaching staff, managing workflow from write-up to completion, and delivering excellent customer service while meeting financial goals.

Candidates should have prior management experience in powersports or automotive service and be proficient with dealership software like Lightspeed

Qualifications

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

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.

Skills

Leadership

Service management

Dealership operations

Team coaching

Customer service

DMS experience

Education

High School or GED

Tools

Lightspeed DMS

Dealership management systems

OEM portals

Tracking tools

CRM software

Job description

Knoxville Powersports is seeking an experienced Service Manager to take ownership of the day-to-day performance and growth of the Service Department in our fast-paced dealership. This hands-on leadership role requires coaching staff, managing workflow from write-up to completion, and delivering excellent customer service while meeting financial goals.

Candidates should have prior management experience in powersports or automotive service and be proficient with dealership software like Lightspeed