Service Manager

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

• Pay or shift range: $60,000 USD to $90,000 USDThe estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.


• SERVICE


• Full-Time


• Requisition #: SERVI002964

Description

Knoxville Powersports is seeking an experienced Service Manager to take ownership of the day-to-day performance and continued growth of our Service Department.

We operate in a fast-paced, high-volume dealership environment where communication, urgency, organization, and accountability matter. The Service Manager is responsible for leading the service team, managing workflow, developing employees, delivering an excellent customer experience, and ensuring the department meets its operational and financial goals.

This is a hands-on leadership position. We are looking for someone who can manage the numbers while also being present in the department—coaching employees, solving problems, monitoring workflow, communicating with customers, and keeping work moving efficiently through the shop.

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.

QUALIFICATIONS

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

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.

Experience with Lightspeed DMS is a plus.

High school diploma or GED required.

Valid driver's license and acceptable driving record.

Ability to work effectively with employees and customers from a wide range of backgrounds and experience levels.

WHAT WE'RE LOOKING FOR

We need a Service Manager who owns the department.

Someone who notices when work is backing up and acts. Someone who knows where the technicians stand, what customers are waiting on, what is preventing an RO from moving forward, and what the department needs to hit its goals.

The successful candidate will bring structure without creating unnecessary bureaucracy, hold people accountable without losing the team, and understand that profitability and customer service go hand in hand.

If you have experience leading a busy service operation and want the opportunity to make an impact in a growing powersports dealership, we want to hear from you.

Qualifications

Behaviors

Required

Thought Provoking : Capable of making others think deeply on a subject

Team Player : Works well as a member of a group

Loyal : Shows firm and constant support to a cause

Leader : Inspires teammates to follow them

Innovative : Consistently introduces new ideas and demonstrates original thinking

Enthusiastic : Shows intense and eager enjoyment and interest

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

Dedicated : Devoted to a task or purpose with loyalty or integrity

Motivations

Required

Goal Completion : Inspired to perform well by the completion of tasks

Growth Opportunities : Inspired to perform well by the chance to take on more responsibility

Self-Starter : Inspired to perform without outside help

Job Security : Inspired to perform well by the knowledge that your job is safe

Flexibility : Inspired to perform well when granted the ability to set your own schedule and goals

Financial : Inspired to perform well by monetary reimbursement

Entrepreneurial Spirit : Inspired to perform well by an ability to drive new ventures within the business

Ability to Make an Impact : Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Required

High School or better.

Licenses & Certifications

Required

DRIVER'S LICENSE

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.