Service Manager - Powersports Dealer

Service Manager

Death Valley Harley-Davidson Victorville, California

Join the Team at Death Valley Harley-Davidson

Death Valley Harley-Davidson is looking for a high-performing, hands-on Service Manager who knows how to lead from the front, develop people, drive accountability, improve shop productivity, and create an exceptional customer experience.

We are not looking for someone who simply manages reports from an office.

We are looking for a leader who is actively involved in the daily operation - supporting customers, coaching advisors, managing workflow, working with technicians, monitoring performance, and creating urgency throughout the department.

The right candidate understands that a great Service Department is critical to customer retention, dealership profitability, and the long-term relationship between our dealership and our riders.

If you thrive in a fast-paced dealership environment, enjoy building high-performing teams, and know how to turn strong processes into consistent results, we want to hear from you.

Position Summary

The Service Manager is responsible for the overall performance, profitability, culture, workflow, and customer experience of the Service Department.

This position will lead Service Advisors and Technicians while working closely with Parts, Sales, and dealership leadership to maximize productivity, labor sales, customer retention, and Fixed Operations performance.

The Service Manager is expected to understand the department's numbers, recognize opportunities quickly, and take action to improve results.

A key objective of this position is building a Service Department capable of contributing toward a dealership goal of 80% or greater fixed absorption, while maintaining an exceptional customer experience.

Key Responsibilities

• Lead, coach, motivate, and hold accountable all Service Department personnel.
• Maintain a visible, hands-on leadership presence throughout the Service Department.
• Support Service Advisors with customer communication, estimating, selling service, scheduling, and difficult customer situations.
• Manage technician workflow and dispatch to maximize available shop capacity.
• Drive technician productivity with a baseline expectation of approximately 100% productivity, while developing strong performers toward higher levels.
• Monitor technician efficiency, flagged hours, billed hours, labor sales, effective labor rate, and labor gross profit.
• Maintain strong labor gross margins while remaining competitive in the market.
• Review and actively manage work-in-progress (WIP) every day.
• Identify stalled repair orders and eliminate unnecessary delays.
• Ensure appointments are properly scheduled and the shop is loaded appropriately based on technician capacity.
• Work closely with the Parts Department to improve parts availability, reduce technician downtime, and expedite customer repairs.
• Ensure repair orders accurately document customer concerns, approved repairs, recommendations, declined services, and technician findings.
• Promote a consistent inspection and recommendation process to identify current and future maintenance needs.
• Ensure customers receive clear communication regarding repair status, pricing, recommendations, and completion expectations.
• Create a culture where customers are greeted promptly, treated professionally, and viewed as long-term dealership relationshipsnot simply individual repair orders.
• Improve customer retention through consistent follow-up, future-service recommendations, and relationship building.
• Develop and execute strategies to increase customer-pay labor, maintenance business, accessory installation, tire sales, and service retention.
• Recruit, hire, onboard, train, and develop high-performing Service Advisors and Technicians.
• Conduct daily department huddles and regular individual coaching.
• Establish clear performance expectations and address performance issues quickly and professionally.
• Monitor department staffing levels and ensure staffing appropriately supports workload.
• Maintain a clean, safe, organized, and professional shop environment.
• Ensure dealership policies, manufacturer procedures, warranty requirements, and safety standards are followed.
• Review departmental reports and KPIs daily, weekly, and monthly.
• Manage departmental expenses and performance in alignment with dealership budgets and objectives.
• Ensure end-of-day documentation, reporting, repair order processing, technician flagging, and billing processes are completed accurately and on time.
• Work collaboratively with dealership leadership and other departments to improve overall dealership performance.

Key Performance Indicators

The Service Manager should be comfortable managing and improving performance in areas including:

• Fixed absorption
• Labor sales
• Labor gross profit
• Technician productivity
• Technician efficiency
• Flagged/billed hours
• Effective labor rate
• Hours per repair order
• Average repair order
• Customer-pay versus warranty/internal labor mix
• Shop capacity and utilization
• Work-in-progress aging
• Appointment show rate
• Repair cycle time
• Customer retention
• Customer satisfaction
• Department expenses and net profitability

What We Are Looking For

• 5+ years of progressive dealership service experience with prior leadership or management responsibility strongly preferred.
• Motorcycle, powersports, automotive, RV, or similar dealership experience preferred.
• Proven ability to lead, coach, and develop a performance-driven team.
• Strong understanding of dealership Service Department operations and workflow.
• Ability to manage technician productivity, dispatch, scheduling, shop loading, and WIP.
• Strong understanding of labor sales, margins, effective labor rate, and departmental profitability.
• Comfortable reading reports and using KPIs to identify opportunities and make operational decisions.
• Strong customer service and conflict-resolution skills.
• Excellent communication, leadership, organizational, and time-management skills.
• Ability to create urgency while maintaining a positive and professional work environment.
• Experience with dealership management systems, CRM platforms, and digital communication tools preferred.
• Proficiency with Microsoft Office or similar business applications.
• Passion for motorcycles and the Harley-Davidson brand and lifestyle strongly preferred.
• Valid driver's license required.
• Motorcycle endorsement preferred or willingness to obtain.

Leadership Expectations

The Service Manager at Death Valley Harley-Davidson is expected to:

• Lead from the front.
• Know what is happening in the shop throughout the day.
• Coach employees rather than simply manage them.
• Address problems early instead of allowing them to become larger problems.
• Create accountability without creating unnecessary negativity.
• Protect the customer experience while protecting dealership profitability.
• Build relationships that keep riders returning to the dealership for future service, parts, accessories, and motorcycles.
• Treat every repair order as both a current transaction and an opportunity to earn a long-term customer.

Physical Demands

This position may require frequent standing, walking, bending, stooping, crouching, and lifting of up to 50 pounds.

The employee must be capable of safely assisting with the movement and positioning of motorcycles weighing up to approximately 750 pounds, with assistance or appropriate equipment when necessary.

Work Environment

This position is primarily performed within a Harley-Davidson dealership and Service Department environment.

The employee may be exposed to moderate noise, motorcycles and other vehicles, tools, lifts, mechanical equipment, oils, lubricants, exhaust, and other conditions typical of a dealership repair facility.

All dealership safety policies and procedures must be followed.

Evening, weekend, holiday, or extended hours may occasionally be required based on dealership operations, staffing, seasonal demand, special events, or customer needs.

Equal Employment Opportunity

Death Valley Harley-Davidson is an Equal Opportunity Employer.

We consider qualified applicants for employment without regard to race, color, religion or religious creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.