Service Manager

Volcano Harley-Davidson

Vancouver, WA

Vancouver, WA
30+ days ago


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 & 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.