Service Manager

Cycles Worldwide, LLC; El Paso (TX); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Cycles Worldwide, LLC in El Paso, Texas is seeking a seasoned Service Department Manager to oversee daily operations, ensure high quality vehicle service, and maintain profitability.

You will lead technicians, manage scheduling and training, review work-in-progress, and coordinate with parts and sales to grow service volume while delivering exceptional customer service to internal and external customers.

Formación

• Three years progressive experience within the service department of a motor vehicle dealership.
• Experience with Harley-Davidson motorcycles preferred or ability to learn quickly.
• Experience with point-of-sale and parts and service management software; ability to generate reports.

Responsabilidades

• Lead service department operations to deliver prompt, high-quality vehicle service.
• Maintain budgeted revenue and expense objectives.
• Develop promotional campaigns with parts and sales teams.
• Ensure staff training, scheduling, and performance management.
• Oversee warranty repairs and OEM requirements with accurate claims.
• Provide regular reports to the general manager and controller.

Conocimientos

Leadership

Team management

Customer service

Problem solving

Herramientas

POS software

Parts & service management software

Descripción del empleo

Manages employees and operations of the service department.

Key Result Areas

• Service Department Operations
• Customer Service
• Management

Major Duties and Responsibilities

1.) Service Department Operations.

• · Provide prompt, dependable, high quality vehicle service to (internal and external) customers,
• · Ensure the service department contributes an acceptable level of gross net profit.
• · Maximize productivity levels of service technicians.
• · Ensure service personnel are well trained and available when needed.
• · Ensure Technicians receive jobs based on skill level and current resource utilization.
• · Review work-in-progress to ensure quality and timeliness.
• · Occasionally assist technicians when they are having difficulty performing service work.
• · Oversee or create estimates for wreck repairs, work honestly and effectively with insurance companies.
• · Establish procedures to initiate and finalize all customer paid warranty and internal repair orders, ensuring required information is documented.
• · Develop procedures in conjunction with the parts manager that ensure a smooth flow of parts to service technicians during jobs.
• · Oversee warranty repairs and OEM requirements, ensuring claims are accurate and warrantable items returned to OEM if required.
• · Become familiar and efficient with all phases of the computer system required for service and parts management.
• · Ensure employees keep a clean, efficient, and orderly department.

2.) Customer Service

• · Maintain a high degree of customer satisfaction.
• · Greet customers immediately, in a courteous manner.
• · Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right.” Follow up immediately with any customer concerns.
• · Gain the trust and confidence of new customers when they are introduced to the service department.

3.) Management

• · Grow the volume of service work.
• · Maintain budgeted revenue and expense objectives.
• · Develop promotional campaigns in conjunction with the parts and sales departments.
• · Maintain efficiency reports on service representatives.
• · Provide reports to general manager and controller, as requested.
• · Develop monthly and annual objectives for the department in collaboration with the general manager.
• · Complete required training sessions to keep current with service department issues.

4.) Other Duties

• · As assigned.

Supervisory Responsibilities

• · Establish departmental work schedule, balancing the workloads 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 of employees.
• · Work with HR Manager to maintain record of all employees performance reviews.
• · Ensure appropriate training is provided to all service employees and completed timely.
• · Promote teamwork within the department as well as with other departments.

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, the controller, department managers, and owners.
• 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

• · Three years progressive experience within the service department of a motor vehicle dealership.
• · Prefer knowledge and experience with 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 and service management computer software or the ability to quickly learn. Must be experienced in tracking and creating reports.
• · Current, valid motorcycle license

Physical Demand

• 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 50 lb. of material.
• Occasionally requires the ability to balance and push up to a 1,000 lb. motorcycle.

Working Conditions

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

About the Store

• Store is in its 49th year under the current ownership
• Many events with customer interaction: Bike Nights, Open Houses, Parties, Children Events, Rides, Rallies, etc.
• Many 20-year-plus employees
• Open to new ideas