Service Manager: Lead Team, Elevate Customer Experience

Wise Auto Group; Reno (NV); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K Plan

Job summary

The Service Manager will oversee daily operations, improve technician productivity, and ensure service excellence while building a high-performing team and cultivating a strong service culture.

Qualifications

• 5+ years of progressive dealership service management experience (motorcycle, automotive, powersports, or RV preferred).
• Proven leadership ability with a track record of developing high-performing teams.
• Strong understanding of dealership service operations, technician workflow, and profitability management.
• Experience managing KPIs including labor sales, hours per repair order, productivity, and effective labor rate.
• Strong communication, leadership, and organizational skills.
• Experience with dealership management systems and CRM tools preferred.
• Proficiency with Microsoft Office Suite.
• Passion for motorcycles and the Harley-Davidson lifestyle preferred.
• Valid driver’s license required.
• Motorcycle endorsement preferred or willingness to obtain.

Responsibilities

• Lead, coach, and manage the Service Department team including Service Advisors and Technicians.
• Drive department gross profit, net profit, labor sales, and overall operational performance.
• Monitor and improve technician productivity, efficiency, and billed hours.
• Oversee repair workflow and ensure repairs are completed accurately and on time.
• Review and manage work-in-progress (WIP) daily.
• Partner closely with the Parts Department to streamline parts flow and reduce downtime.
• Maintain strong customer satisfaction through professional communication, scheduling, follow-up, and complaint resolution.
• Develop and execute service marketing and retention initiatives.
• Recruit, hire, train, and develop high-performing service personnel.
• Conduct daily huddles, coaching sessions, and performance reviews.
• Ensure dealership policies, safety standards, and operational procedures are followed.
• Maintain a clean, safe, organized, and efficient shop environment.
• Monitor department reports, KPIs, and budgets in alignment with dealership goals.
• Ensure all end-of-day reporting and documentation is accurate and completed timely.

Skills

Leadership

Communication

Organizational skills

KPIs management

Customer service

Tools

Dealership management systems

CRM tools

Microsoft Office

Job description

The Service Manager will oversee daily operations, improve technician productivity, and ensure service excellence while building a high-performing team and cultivating a strong service culture.