Major Duties and Responsibilities
1) Service Department Operations
Provide prompt, dependable, high quality vehicle service to (internal and
external) customers
Understands, follows and reviews the Harley-Davidson Premier Service Program on a
regular basis.
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.
Ensure Technicians receive jobs based on skill level and current resource
utilization.
Daily review and update 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.
Follow procedures and policies in place to initiate and forward all customers
paid, warranty, and internal repair orders.
Develop procedures in conjunction with the Fixed Operations Manager that
ensure a smooth flow of parts to Service Technicians during jobs.
Become familiar and efficient with all phases of the computer systems
required for service.
Ensure employees keep a clean, efficient and orderly department.
- Daily review of KPI's with Technicians.
- Ensuring technicians are effectively organized, accountable, and focused on achieving operational objectives
- Perform daily huddle with service staff
2) Customer Service
Maintain a high degree of customer satisfaction, including CXI.
Meet and 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 repeat customers 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, and
marketing departments.
Provide reports to GM as requested.
Develop monthly and annual objectives for the department in collaboration
with Fixed Operations Manager and GM.
Attend and complete training sessions to keep current with service
department issues.
4) Other duties
As assigned.
Supervisory Responsibilities
- Fosters and maintains a positive, productive, and collaborative work environment.
Establish departmental work schedules, 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.
Follow policies and procedures for service department with assistance from Fix
Operations Manager.
Manage employee performance (evaluation and counsel).
Assist with recruiting, interviewing, hiring and termination of employees.
Maintain records of all employee performance reviews.
Ensure appropriate training is provided to all service employees (seminars,
workshops, school, etc.)
Treat all employees and customers fairly, courteously, and with dignity.
Model superior customer service behaviour 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.
Qualifications and Job Requirements
Experience in management who also has the ability to mentor/ coach.
- 5 years progressive experience within the service department of a motor
vehicle dealership.
Knowledge of OEM brands and products sold by the dealership, or the
demonstrated ability to quickly learn them.
Experience with point-of-sale and service management of computer software
or the ability to quickly learn due to experience with other systems.
Current, valid motorcycle license an asset.
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 bed, stoop, crouch, reach, and lift 100lbs of material.
Occasionally requires the ability to balance and push a 900lbs 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 motor vehicle service department.
Occasionally exposed to exhaust fumes or other airborne particles.
Pay: $40,625.84-$107,234.03 per year
Benefits:
- Dental care
- Extended health care
Work Location: In person
