Service Manager - Automotive/Powersports - Wise Auto Group

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 the service department contributes an acceptable level of gross profit and 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 with 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 “Provide Excellent Customer Service”.  

• Gain the trust and confidence of new customers when they are introduced to the service department.  

• Give special attention to be-back 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 the 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 terminating 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 Harley-Davidson, and other products sold by the dealership, or the demonstrated ability to quickly learn them. 

• Experience with point-of-sale and parts and service management computer software or the ability to quickly learn. 

• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet. 

• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus. 

• 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 an 800lb 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. 

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