Service Manager, Dealership

CSC Generation•Roanoke, VA

1d•Onsite

About The Position

The dealership service department needs a hands-on leader who can drive profitability, maintain high customer satisfaction, and develop a team of technicians. As Service Manager, Dealership, you will own department performance end-to-end — from setting monthly goals with each technician to managing facility maintenance, warranty processing, and interdepartmental coordination with Sales and Parts. In your first 6–12 months, success means hitting monthly revenue and gross profit targets, reducing service cycle times, and building a coaching rhythm that keeps every technician on pace against their individual goals. This is a lean team. You will own a lot, move fast, and make decisions with full end-to-end responsibility.

Requirements

Exuberant leadership qualities and ability to engage staff, monitor and motivate performance
Ability to encourage team and provide individualized feedback
Coaching and mentoring ability for a diverse workforce.
Excellent ability to self manage time, work independently, and ability to make decisions that affect company revenue and/or customer retention.
Requires the ability to handle multiple projects on various levels within tight timelines.
Ability to communicate effectively with a wide variety of customers and all levels of staff within the organization.
Ability to own the customer experience with escalated contacts.
Experience with the powersport industry with an emphasis on dirt bike, street bike and ATV’s.
Proficient in working with multiple ERP systems, tracking tools and OEM and vendor/dealer websites.
In depth knowledge and use of Microsoft Office (Word, Excel, Exchange etc.), Outlook (email and calendar) and Google suite (Drive, Sheets, Documents, etc.)
Experience and familiarity with a powersports service department
Self-motivated and driven for success
Eagerness to be compensated for doing what you enjoy

Nice To Haves

Powersports mechanical training/trade school is a plus.
State Inspector license preferred

Responsibilities

Work closely with all other managers in the dealership to create strong interdepartmental communication.
Achieve goals by following (and, if necessary, adjusting) your plan of action
Maintain the highest level of customer service
Ensure that all customers are greeted, assisted and provided the opportunity to receive the maximum and most complete work performed on their equipment
Assist in developing a process to address issues and department sales promotions
Ensure adequate number of trained technicians are on duty during the hours of operation.
Provide and/or arrange training, direction and scheduling for all department staff
Assume full responsibility for the proper use, security, care and maintenance of all dealership service equipment.
Assume responsibility that all service department employees are maintaining a clean personal work area as well as a clean service area as a whole
Partner with the Sales and Parts departments to increase add on and repair parts sales
Complete all required reporting procedures
Ensure that all completed repair orders are ready to cashier completed repair, including warranty, and forward to accounting for collection
Perform reviews on all staff members on an annual basis
Constructively handle, or assist in handling all customer complaints
Assist staff in solving problems and improving their performance
Plan, organize, direct and control your service staff to meet the goals you set with GM.
Use these goals to help your department maximize their potential
At the beginning of each month, counsel with each technician to establish realistic goals for the month and action plan
Monitor each subordinate’s daily performance and compare it with their monthly goals. Those who are on or above their goals, should be recognized for their achievement. Those who are not on a pace to meet their goals should be given the help they need to get them back on target
Ensure all dealership standards in the Service Department are met. This includes attendance tracking, professional appearance and behavior
Review, understand and achieve departmental budget
Maximize gross profit rate
Handles all aspects of facility maintenance including damage repairs, coordination with contractors, etc.
Complete any training and/or certifications required by the manufacturers as well as local and state agencies
Perform other duties as may be required.