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Harley-Davidson Service Manager

2 months ago

East Providence, Rhode Island, United States Ted Britt Auto Group Full time
Job Summary

We are seeking a highly skilled and experienced Service Department Leader to join our team at Ted Britt Auto Group. As a Harley-Davidson Service Manager, you will be responsible for leading our service department to deliver exceptional customer service and drive business growth.

Key Responsibilities
  • Service Department Operations
    • Provide prompt, dependable, and high-quality vehicle service to customers.
    • Ensure the service department contributes to the company's revenue and profit goals.
    • 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
    • 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
    • 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
    • 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 employees' performance reviews.
    • Ensure appropriate training is provided to all service employees (HDU, seminars, workshops, sales schools, etc.).
  • 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.
    Requirements
    • 3-5 years of progressive experience within the service department of a motor vehicle dealership.
    • Prefer knowledge and experience with sales of Harley-Davidson 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.
    Working Conditions
    • 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 50lb. of material.
    • Occasionally requires the ability to balance and push a 600 +lb. motorcycle.