Service Manager - High Octane Harley-Davidson

High Octane Harley-Davidson; Billerica (MA); On-site; USD 90,000 - 110,000; Full time

Job summary

High Octane Harley-Davidson is seeking a Service Manager to lead the Service Department. Responsibility includes maximizing profitability while retaining customers and guiding personnel with an emphasis on process improvements across departments.

The role requires strong leadership, sales management experience, and Harley-Davidson product knowledge to ensure high performance and customer satisfaction. This on-site position reports to the General Manager.

Qualifications

• Five years’ progressive experience within the service department of a motor vehicle dealership.
• Strong leadership skills and ability to coach a high-performance service team.
• Experience with sales and sales management in a dealership setting.
• Prefer knowledge of Harley-Davidson products and service.
• Experience with point-of-sale and parts/service management software; computer literate.

Responsibilities

• Provide prompt, dependable, high quality vehicle service to customers.
• Ensure service department contributes an acceptable level of gross profit.
• Maximize productivity of service technicians.
• Review work-in-progress for quality and timeliness.
• Make estimates for internal and wreck repairs.
• Develop procedures with Parts Manager for smooth parts flow to technicians.
• Generate reports for GM and management.
• Develop monthly and annual department objectives with GM.

Skills

Leadership

Sales management

Coaching

Harley-Davidson knowledge

POS software

MS Office

Google Drive

Education

High school diploma or equivalent

Tools

POS software

Microsoft Office

Google Drive (Sheets/Docs)

Job description

Job Title: Service Manager

Department: Service

Supervisor: General Manager

Summary Description

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.
• 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 customers 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.
• Ensure employees keep a clean, efficient, and orderly department.
• Maintain a high degree of customer satisfaction.
• Greet customers immediately, in a courteous and friendly manner.
• Ensure that all customers are greeted, assisted and provided the opportunity to receive the maximum and most complete work performed on their equipment.
• 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.
• 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.
• Ensure all end of day reports are completed.
• Attend training sessions to keep current with service department issues.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• Establish departmental work schedule, balancing the workloads of all employees with the needs of the department.
• Enforce and maintain the department work schedule.
• 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).
• Ensure employees are following policies expected of them – Inspect what you Expect.
• Assist with recruiting, interviewing, hiring, and termination employees.
• Maintain records of all employees’ performance reviews.
• Ensure appropriate training is provided to all service employees (seminars, workshops, schools, etc.).

Qualifications & Job Requirements

• Five years’ progressive experience within the service department of a motor vehicle dealership.
• Strong leadership skills.
• Strong sales and sales management skills.
• Previous experience in developing and coaching a high-performance service team.
• 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 and service management computer software or the ability to quickly learn.
• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
• Capable of pushing and loading motorcycles.
• High school diploma or equivalent.
• Valid driver’s license and motorcycle endorsement.
• Passion for the motorcycling lifestyle and riding community.

Physical Demands

• Requires the use of both hands.
• Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
• Requires the ability to balance and push an 800+lb motorcycle.

Working Conditions

• The noise level in the work environment is usually loud.
• Potential exposure 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.
• Frequently works near moving mechanical parts.