Service Manager, Dealership

Job Description

Job Description

For over two decades, MotoSport has led the powersports industry with unmatched selection, quality, and expertise. Since our founding in 1999, we’ve been driven by one mission — to make your next ride your best ride. As a premier powersports retail e-commerce company, we’re dedicated to providing riders of all types with high-quality parts, gear, and accessories from the most trusted brands. When you reach out to us, you’re not just talking to a salesperson — you’re connecting with someone who rides, wrenches, and lives the lifestyle. 

The dealership service department needs a hands-on leader who can drive profitability, maintain high customer satisfaction, and develop a team of technicians. As  Service Manager, Dealership , you will own department performance end-to-end — from setting monthly goals with each technician to managing facility maintenance, warranty processing, and interdepartmental coordination with Sales and Parts.

In your first 6–12 months, success means hitting monthly revenue and gross profit targets, reducing service cycle times, and building a coaching rhythm that keeps every technician on pace against their individual goals.

This is a lean team. You will own a lot, move fast, and make decisions with full end-to-end responsibility.

 

Reports to : General Manager, Dealership

Location : Roanoke, VA - On-site (5120 Peters Creek Rd NW, Roanoke, VA 24019)

About the Role:

• Work closely with all other managers in the dealership to create strong interdepartmental communication.
• Achieve goals by following (and, if necessary, adjusting) your plan of action
• Maintain the highest level of customer service
• Ensure that all customers are greeted, assisted and provided the opportunity to receive the maximum and most complete work performed on their equipment
• Assist in developing a process to address issues and department sales promotions
• Ensure adequate number of trained technicians are on duty during the hours of operation.
• Provide and/or arrange training, direction and scheduling for all department staff
• Assume full responsibility for the proper use, security, care and maintenance of all dealership service equipment.
• Assume responsibility that all service department employees are maintaining a clean personal work area as well as a clean service area as a whole
• Partner with the Sales and Parts departments to increase add on and repair parts sales
• Complete all required reporting procedures
• Ensure that all completed repair orders are ready to cashier completed repair, including warranty, and forward to accounting for collection
• Perform reviews on all staff members on an annual basis
• Constructively handle, or assist in handling all customer complaints
• Assist staff in solving problems and improving their performance
• Plan, organize, direct and control your service staff to meet the goals you set with GM. Use these goals to help your department maximize their potential
• At the beginning of each month, counsel with each technician to establish realistic goals for the month and action plan
• Monitor each subordinate’s daily performance and compare it with their monthly goals. Those who are on or above their goals, should be recognized for their achievement. Those who are not on a pace to meet their goals should be given the help they need to get them back on target
• Ensure all dealership standards in the Service Department are met. This includes attendance tracking, professional appearance and behavior
• Review, understand and achieve departmental budget
• Maximize gross profit rate
• Handles all aspects of facility maintenance including damage repairs, coordination with contractors, etc.
• Complete any training and/or certifications required by the manufacturers as well as local and state agencies
• State Inspector license preferred
• Perform other duties as may be required.

Required Qualifications

• Exuberant leadership qualities and ability to engage staff, monitor and motivate performance
• Ability to encourage team and provide individualized feedback
• Coaching and mentoring ability for a diverse workforce.
• Excellent ability to self manage time, work independently, and ability to make decisions that affect company revenue and/or customer retention.
• Requires the ability to handle multiple projects on various levels within tight timelines.
• Ability to communicate effectively with a wide variety of customers and all levels of staff within the organization.
• Ability to own the customer experience with escalated contacts.
• Powersports mechanical training/trade school is a plus.
• Experience with the powersport industry with an emphasis on dirt bike, street bike and ATV’s.
• Proficient in working with multiple ERP systems, tracking tools and OEM and vendor/dealer websites.
• In depth knowledge and use of Microsoft Office (Word, Excel, Exchange etc.), Outlook (email and calendar) and Google suite (Drive, Sheets, Documents, etc.)
• Experience and familiarity with a powersports service department
• Self-motivated and driven for success
• Eagerness to be compensated for doing what you enjoy

Physical Demands, Visual Acuity & Working Environment:

• The noise level in the work environment is occasionally loud
• Ability to lift up to 100 lbs.
• May be required to push and/or balance a 600 lb+ powersports vehicle
• Ability to use keyboard and computer for extended length of time
• The ability to spend the majority of the day on your feet

Working Conditions: The Service Manager will potentially be exposed to:

• Battery acid
• Gasoline
• Chemical cleaning materials or
• Other toxic materials commonly found in a motor vehicle place of business.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Why Join

• Salary: $50,000-$60,000
• Team Impact: Build and lead a service team with direct ownership of their development, performance, and day-to-day outcomes.
• Growth & Leadership Development: Sharpen your management craft through hands-on leadership of a full department — from technician coaching to P&L management.
• Ownership: Own department profitability, customer experience, and facility operations with the autonomy to set and execute your plan.
• Competitive Benefits: Paid time off policies, 401(k) match, medical/dental/vision and a variety of supplemental policies, and employee discounts across our portfolio of brands.

Interview Process

• Recruiter Screen - A 30-minute conversation with our recruiting team to align on the role, your background, and what you are looking for.
• In-Person Interview - We'd like to meet you at our Roanoke dealership with our General Manager. Details and logistics will be arranged with your recruiter.
• Reference Checks - Conducted in parallel with the final stages where possible.
• Offer - We move quickly for the right candidate.

The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws. 

The CSC family of brands are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact View email address on us.fitly.work.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.