Description: 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. Requirements: • 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. PI9d8d7b8bd17e-25448-30076917
