Service Manager - Palm Beach Harley-Davidson

Palm Beach Harley-Davidson•West Palm Beach, FL

About The Position

The Service Manager is responsible for maximizing service department profitability while maintaining customer retention. The role leads and manages service personnel, requires knowledge of the service market, and calls for an understanding of how the Service Department affects other departments’ results and processes. The Service Manager oversees service quality, productivity, customer satisfaction, department revenue and expenses, and employee performance and development.

Requirements

Five years of 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.
Experience with Point-of-Sale and Parts & Service management computer software, or the ability to learn quickly based on general computer knowledge and experience.
Ability to push and load motorcycles.
High school diploma or equivalent.
Valid driver’s license and motorcycle endorsement.
Passion for the motorcycling lifestyle and riding community.
Ability to use both hands, frequently bend, stop, crouch, reach, handle tools, and lift 50 pounds of material.
Ability to balance and push a motorcycle weighing more than 600 pounds.

Nice To Haves

Knowledge and experience servicing Harley-Davidson General Merchandise and other products sold by the dealership, or demonstrated ability to learn them quickly.

Responsibilities

Provide prompt, dependable, high-quality vehicle service to internal and external customers.
Ensure the service department achieves an acceptable level of gross and net profit.
Maximize service technician productivity and ensure service personnel are alert, trained, and available when needed.
Review work in progress to ensure quality and timeliness, and occasionally assist technicians with difficult service work.
Prepare estimates for internal and wreck repairs.
Establish procedures for initiating and forwarding customer-paid, warranty, and internal repair orders.
Coordinate with the Parts Manager to ensure a smooth flow of parts to service technicians.
Become proficient with computer systems used for service and parts management.
Ensure employees maintain a clean, efficient, and orderly department.
Maintain customer satisfaction; greet customers courteously, assist them, and help ensure they receive complete work on their equipment.
Handle customer complaints with empathy and a positive attitude, demonstrating the commitment to “Make Things Right.”
Build trust with new customers, give special attention to repeat orders, and ensure issues are corrected.
Maintain service follow-up programs and grow the volume of service work.
Meet budgeted revenue and expense objectives.
Develop promotional campaigns with the Parts and Sales departments.
Maintain efficiency reports on sales representatives and provide reports to the General Manager as requested.
Develop monthly and annual departmental objectives in collaboration with the General Manager.
Ensure all end-of-day reports are completed.
Attend training sessions to remain current with service department issues.
Perform other related duties as assigned or requested.
Establish and enforce departmental work schedules while balancing employee workloads with department needs.
Monitor and address comebacks with individual technicians, and assign work to service employees according to their skill levels.
Set service department policies and procedures and ensure employees follow expected policies.
Manage employee performance through evaluation and counseling, and maintain performance review records.
Assist with recruiting, interviewing, hiring, and terminating employees.
Ensure appropriate training is provided to service employees through seminars, workshops, schools, and other means.