Careers

Service Manager

As Service Manager for the House of Harley-Davidson you will be managing employees and operations of the Service Department.

Key Results Areas:

• Provide prompt, dependable, high quality motorcycle service to (internal & external) customers.
• Maintain a high degree of customer satisfaction.
• Ensure Service Department contributes an acceptable level of gross & net profit.
• Maximize productivity levels of Service Technicians.
• Grow the volume of service work.
• Maintain clean, efficient facilities.

Major Duties and Responsibilities:

Service Department Operations

• Ensure service personnel are well trained, and available when needed.
• Ensure Technicians receive jobs based on skill level and current resource utilization.
• Responsible for Warranty Certification guidelines put forth by Harley-Davidson Motor Company.
• Establish and maintain procedures for scheduling all internal and external Repair orders.
• Assists in preparation of warranty claims, recalls, and extended warranty claims for submission.
• Work closely with the Parts and Sales Department to ensure all new and used motorcycles are delivered to customers in a timely fashion.
• Promptly input Repair Orders into DMS, ensuring customer name, telephone number, and address are accurate.
• Review Repair Orders for the sales department to determine if all parts and accessories are available for the scheduled workday.
• 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, which ensure a smooth flow of parts to Service Technicians during jobs.
• Become familiar and efficient with all phases of the computer system required for service & parts management.
• Responsible to be current on all service bulletins, Tech Tips, etc.
• Attend all required monthly meetings.
• Ensure employees keep a clean and orderly department.
• Be familiar with requirements and evaluation criteria for Service Awards such as Bar and Shield and Pegasus.
• Establish schedule to maintain regular Digital Technician updates through using correct Auto-Synch procedures.

Customer Service

• Greet customers immediately, in a courteous and friendly manner.
• Handle customer complaints reasonably, showing empathy and positive attitude, and demonstrate our commitment to “Make Things Right”
• Gain the trust and confidence of new customers introduced to the Service Department.
• Give special attention to repeat orders to ensure the situation is corrected.

Management

• Responsible for the profitability of the department.
• Promote teamwork within the department as well as with other departments.
• Evaluate service follow-up programs.
• Maintain budgeted revenue and expense objectives.
• Evaluate Service Department and individual Technician’s tracking measures.
• Develop promotional campaigns with the parts & sales departments and Director of Marketing/Events.
• 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 the Service Department management issues.
• Other duties – as assigned.

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 Service Department.
• Manage employee performance (evaluate and counsel)
• Assist with recruiting, interviewing, hiring, and firing employees.
• Maintain records of all employee performance reviews.
• Coordinate training for all service employees (seminars; workshops; service shoots, etc.)
• Ensure proper work safety procedures are practiced in the department.
• Coordinate a plan for fire prevention and Service Department evacuation and ensure employees are familiar with their duties and responsibilities listed in the plan.
• Stay current on access to Material Safety Data Sheets (MSDS), via h-dnet.com for all chemicals that are used in the department and make the information available to personnel. Comply with the required storage, use and disposal instructions on Hazardous Materials and chemicals that are used in the department.

Commitments:

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all service personnel by 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.
• Complete all PHD training programs and their related tests and all other Harley-Davidson Dealer required training programs by appropriate deadlines.
• Maintain professional appearance and attitude.
• Wear appropriate shop uniform each and every day.
• Attend other off-site training programs as required by House of Harley-Davidson’s management.

Qualifications & Job Requirements

• Five years progressive experience within the Service Department of a motorcycle 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 computer software or the ability to quickly learn due to experience with other systems.
• Current 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 requires the ability to life 40 lb. of material.
• Occasionally requires the ability to balance and push an 800 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 motorcycle Service Department.
• Occasionally, exposed to exhaust fumes or other airborne particles.

Job Type: Full-Time