Job: Service Manager: Harley-Davidson Motorcycles

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Base plus commission

Posted: 03/20/2017

Job Status: Full Time

Job Description

Do you like to lead Technicians and Service Advisers?  Love motorcycles? Love putting forth excellent customer service with a stellar product?

If so, our beautiful dealership in Southaven, MS is looking for you!   Our Harley-Davidson of Scottsdale, the largest H-D dealer in the world, family is looking for the best Service Manager there is.

Job Title:                     Service Manager

Department:              Service Department

Reports to:                 General Manager

FLSA Status:                Salary/Exempt/Full-Time/Safety Sensitive


Job Summary:

To deliver such a memorable experience to every customer, that they refer at least one person to our dealership.  Manage employees and operations of the service department.


Job Responsibilities:

Service Department Operations

  • Ensure service department contributes an acceptable level of gross $ net profit.
  • Maximize productivity levels of service technicians.
  • 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 customers 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.
  • Initiate procedures for quick and efficient handling of warranty situations


Customer Service

  • Maintain a high degree of customer satisfaction.
  • Gain the trust and confidence of new customers when they are introduced to the service department.
  • Greet customers immediately, in a courteous and friendly manner
  • Handle telephone transactions quickly, and courteously.
  • Give special attention to repeat orders to ensure the situation is corrected.
  • Establish and ensure road test, pre-delivery inspection, and vehicle delivery policies and procedures are followed.
  • Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to Make Things Right.
  • Provide prompt, dependable, high quality vehicle service to all customers internal and external
  • Participate, develop and implement promotional campaigns solely for the Service Department and in conjunction with other departments within the store



  • Ensure service personnel are alert, well trained, motivated, and available when needed.
  • Maintain service follow-up programs
  • Monitor and address all comebacks with individual technicians.
  • Establish job assignments for all service employees within their skill levels.
  • Maintain budgeted revenue and expense objectives.
  • Provide reports to GM, as requested.  Monthly sales versus goals versus past years.
  • Develop monthly and annual objectives for the department in collaboration with GM.
  • Attend training sessions to keep current with sales department issues.
  • Attend weekly Mgt. Meetings prepared to report numbers and status of department
  • Establish departmental work schedule, balancing the work loads of all employees
  • Set policies and procedures for service department.
  • Manage employee performance (evaluate and counsel).
  • Assist with recruiting, interviewing, hiring, and terminating employees.
  • Maintain records of all employee performance reviews.



  • Be honest and ethical in all business practices.
  • Always work in compliance of legal guidelines.
  • Model superior customer service behavior for all dealership personnel by maintaining positive relationships with customers, employees, GM and owner(s).
  • Continually learn more about the products and services available. Attend training sessions to keep current with sales techniques and other sales department issues.
  • Be prompt and available for flexible scheduling.
  • Meet or exceed sales quotas on a regular basis.
  • Demonstrate an interest in growing the business.
  • Focus on quality.
  • Always think before we speak and never lose our composure.
  • Get certified in P.A.C.E. within 90 days of date of hire
  • Complete “Kick Start” within 1st week of starting.


Job Requirements:

  • 5+ years experience within the service department of a motor vehicle dealership
  • 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 endorsement
  • Knowledge and experience with motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.


Physical Demands:

  • The noise level in the work environment is occasionally loud.
  • Occasionally required to bend, stoop, crouch, reach, and lift up to 50 lbs.
  • Ability to stand on feet for lengthy periods of time, up to 8 consecutive hours
  • Occasionally requires the ability to balance and push a 800+ lb. motorcycle.


Working Conditions:

  • Usually indoors, however outdoor work is required when outdoor events are scheduled.
  • 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.

We are an Equal Opportunity Employer (Gender/Minority/Veterans/Disabled) and participate with the E-Verify Employment Eligibility program

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