Harley Davidson Service and Parts Manager

2 weeks ago

Vacaville, United States FAIRFIELD CYCLE CENTER, INC. Full time
Job DescriptionJob Description

Job Data

Job Title………………….

Service & Parts Manager

Department……………...

Service & Parts Department

Supervisor……………….

General Manager / Owner



Summary Description

Manages employees and operations of the service department. Setup and maintain an appealing retail environment and assist all customers with their shopping and purchase of merchandise.

Key Result Areas

· Service Department Operations

· Parts Department Operations

· Customer Service

· Management

Major Duties and Responsibilities

1)

Service Department Operations

· 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.

1)

Parts Department Operations

· Set-up and maintain a smooth running, efficient P&A department.

· Ensure P&A personnel are well trained and available when needed.

· Ensure the needs of the service department are being met.

· Review all stock orders to ensure a fast moving balanced inventory of Parts & Accessories.

· Maintain sufficient quantities of stock to support demand and acceptable inventory turn ratio.

· Assist staff when needed.

· Supervise and maintain an accurate up-to-date inventory management and control system.

· Become familiar and efficient with all phases of the computer system required for service & parts management.

· Establish procedures for ordering, receiving, logging into inventory, displaying, and selling all merchandise.

· Ensure employees keep a clean and orderly department.

· Generate and review Inventory reports from Dealer Information System.

2)

Customer Service

· Maintain a high degree of customer satisfaction.

· Greet customers immediately, in a courteous and friendly manner.

· 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.

3)

Management

· Maintain service follow-up programs.

· Grow the volume of service work.

· Maximize return on investment of parts inventory.

· Grow the volume of P&A sales.

· 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,

· Attend training sessions to keep current with service department issues.

· Attend training sessions to keep current with P&A merchandising and inventory control issues

4)

Other Duties

· As assigned

Supervisory Responsibilities

  • Establish departmental work schedule, balancing the work loads of all employees.
  • 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).
  • Assist with recruiting, interviewing, hiring, and termination employees.
  • Maintain records of all employee’s performance reviews.
  • Ensure appropriate training is provided to all service employees (seminars, workshops, sales schools, etc.)
  • Establish job assignments for all P&A employees within their skill level.
  • Set policies and procedures for P&A department.
  • Provide training for all P&A employees (seminars; workshops; P&A sales, inventory mgmt., etc.).
  • Oversee Parts to Service Liaison Position.

Commitments

· Treat all employees and customers fairly, courteously, and with dignity.

· Model superior customer service behavior for all service personnel, maintaining positive relationships with customers, employees, GM and owner(s)

· Be prompt and available for flexible scheduling.

· Be honest and fair in all business dealings.

· Demonstrate an interest in growing the service business.

· Focus on quality.

Qualifications & Job Requirements

· 5 years progressive experience within the service department of a motor vehicle dealership.

· Prefer knowledge and experience with sales of Harley-Davidson/Buell motorcycles, 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 experience with other systems.

· Current, valid motorcycle license.

Physical Demands

· The noise level in the work environment is usually loud.

· Occasionally required to bend, stoop, crouch, reach, and handle tools.

· Occasionally required to bend, stoop, crouch, reach and lift 50+lb. of material.

· Occasionally requires the ability to balance and push a 800lb. motorcycle.

Working Conditions

· Frequently works near moving mechanical parts.

· Is potentially exposed 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.


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