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.
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