Service Manager - Palm Beach Harley-Davidson

Palm Beach Harley-Davidson; West Palm Beach (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

Palm Beach Harley-Davidson in West Palm Beach, FL seeks an experienced Service Manager to lead the service department, drive profitability, and ensure exceptional customer satisfaction. You'll manage technicians, schedule work, develop procedures with the Parts Manager, and collaborate with the General Manager to meet department goals and budgeted targets.

Strong leadership, knowledge of Harley-Davidson products, and proficiency with service operations software are essential for success in this

Qualifications

• Five years’ progressive experience within the service department of a motor vehicle dealership.
• Strong leadership skills.
• Strong sales and sales management skills.
• Experience developing and coaching a high-performance service team.
• Knowledge of Harley-Davidson products or ability to learn quickly.

Responsibilities

• Provide prompt, dependable, high quality vehicle service to customers.
• Ensure service department contributes a profitable gross profit.
• Maximize productivity of service technicians.
• Review work-in-progress to ensure quality and timeliness.
• Develop procedures with Parts Manager for smooth flow of parts to technicians.
• Manage department to meet budgeted revenue and expenses.
• Provide reports to GM as requested.

Skills

Leadership

Sales experience

Team management

Customer service

Communication

Education

High school diploma or equivalent

Tools

POS software

Service management software

Job description

Job Title: Service Manager

Department: Service

Supervisor: General Manager

Pay Class/Status: Commission/Exempt

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 & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.
• 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 a 600+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.