Harley-Davidson Service Manager - Ted Britt Auto Group

1) Service Department Operations

• Provide prompt, dependable, high quality vehicle service to (internal & external) customers.

• Ensure 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.

• 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 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 comebacks to ensure the situation is corrected.

3) 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 GM, as requested.

• Develop monthly and annual objectives for the department in collaboration with GM,

• Attend training sessions to keep current with Harley-Davidson requirements

Supervisory Responsibilities

• Establish departmental work schedule, balancing the work loads of all employees.

• Monitor and address all comebacks with individual technicians.

• Establish job assignments for all service employees within their skill levels.

• Set & enforce policies and procedures for 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, GM and owner(s)

• Be prompt and available for flexible scheduling.

• Be honest and fair in all business dealings.

• Demonstrate an interest in growing the service business.

Focus on quality.

• 3-5 years 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.

Physical Demands

• 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.

Working Conditions

• Frequently works near moving mechanical parts.

• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.

• Occasionally, exposed to exhaust fumes or other airborne particles.

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