Service Manager

Salary Range: Range $60,000 to $125,000 per year Battlefield Motorcycles, Inc., in Gettysburg, PA is seeking a highly motivated and experienced Service Manager to lead our Service Department. You will oversee all operations of the Service Department while focusing on high degree of customer satisfaction, achieving financial goals and profitability. Manage service staff through excellent communication and coaching abilities to ensure a smooth running efficient Service Department. Exhibit strong prioritization and organization skills, and be process driven. * Salary based on knowledge and experience. * Relocation expenses paid. Duties and Responsibilities 1) Service Department Operations · Provide prompt, dependable, high quality vehicle service to (internal & external) customers. · Ensure the service department contributes an acceptable level of gross & net profit. · Maximize productivity levels of service technicians. · Ensure service personnel are alert, well trained, and available when needed. · Ensure Technicians receive jobs based on skill level and current resource utilization. · 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 forward all customer paid, warranty, and internal repair orders. · Develop procedures in conjunction with the Parts Manager that ensures 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.
2) 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, and demonstrate our commitment to “Make Things Right”. · Gain the trust and confidence of new customers when they are introduced to the service department. · Give special attention to repeating concerns to ensure the situation is corrected. 3) Management · Maintain concise follow-up programs. · Grow the volume of service work. · Maintain budgeted revenue. · Develop promotional campaigns in conjunction with the parts and sales departments. · Maintain efficiency reports on sales representatives. · Provide reports to GM, as requested. · Develop monthly and annual objectives for the department in collaboration with GM. · Attend training sessions to keep current with service department issues. Supervisory Responsibilities · Establish departmental work schedule, 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 policies and procedures for the service department. · Manage employee performance (evaluate and counsel). · Assist with recruiting, interviewing, hiring, and terminating employees. · Maintain records of all employees’ performance reviews. · Ensure appropriate training is provided to all service employees (seminars, workshops, sales schools, etc.). · Focus on quality. Qualifications & Job Requirements · 5 years progressive experience within service department of a Harley-Davidson dealership. · 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 for computer software, or the ability to quickly learn due to experience with other systems. · Current valid motorcycle license.