Harley-Davidson Service Manager

3 weeks ago

Orange, California, United States Ted Britt Auto Group Full time
Service Department Operations

We are seeking a highly skilled and experienced Service Department Manager to lead our team at Ted Britt Auto Group. As a key member of our service department, you will be responsible for ensuring that our customers receive exceptional service and that our service department operates efficiently and effectively.

Key Responsibilities:

  • Provide prompt, dependable, and high-quality vehicle service to customers.
  • Ensure the service department contributes to the company's gross and net profit objectives.
  • 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 follow all customer-paid, warranty, and internal repair orders.
  • Develop procedures in conjunction with the Parts Manager to ensure 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.
Customer Service

We are committed to providing exceptional customer service, and as a Service Department Manager, you will play a critical role in ensuring that our customers receive the highest level of service.

Key Responsibilities:

  • 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.
  • Gain the trust and confidence of new customers when they are introduced to the service department.
  • Give special attention to comebacks to ensure the situation is corrected.
Management

As a Service Department Manager, you will be responsible for managing the service department's operations, including budgeting, forecasting, and reporting.

Key Responsibilities:

  • 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 service technicians.
  • Provide reports to the General Manager, as requested.
  • Develop monthly and annual objectives for the department in collaboration with the General Manager.
  • Attend training sessions to keep current with Harley-Davidson requirements.
Supervisory Responsibilities

As a Service Department Manager, you will be responsible for supervising and managing a team of service technicians and support staff.

Key Responsibilities:

  • Establish departmental work schedules, balancing the workloads of all employees.
  • Monitor and address all comebacks with individual technicians.
  • Establish job assignments for all service employees within their skill levels.
  • Set and enforce policies and procedures for the service department.
  • Manage employee performance (evaluate and counsel as needed).
  • Assist with recruiting, interviewing, hiring, and termination of employees.
  • Maintain records of all employee performance reviews.
  • Ensure appropriate training is provided to all service employees (HDU, seminars, workshops, sales schools, etc.).
Commitments

We are committed to providing a positive and inclusive work environment, and as a Service Department Manager, you will be expected to uphold these commitments.

Key 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, the General Manager, and owners.
  • Be prompt and available for flexible scheduling.
  • Be honest and fair in all business dealings.
  • Demonstrate an interest in growing the service business.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and experienced Service Department Manager looking for a new challenge, please apply today.

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