Service Manager

Job Description

Job Description

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.

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