Service Manager - Black Hills Harley Davidson

Black Hills Harley-Davidson® is a full-service Harley-Davidson® dealership and is home to the largest selection of Harley-Davidson® motorcycles, parts, accessories, and MotorClothes® apparel in the MIDWEST! Our inviting store is nestled just west of Rapid City - in the heart of the Black Hills of South Dakota. We're known nationwide for being a premier dealership with Certified Harley-Davidson® Technicians, friendly parts staff, helpful motorclothes associates and a knowledgeable Motorcycle Sales Team that can help you with the purchase of your new Harley-Davidson® or with one of our hundreds of pre-owned motorcycles available. Each year Black Hills Harley-Davidson® plays host to over 100 of the industry's best brands and companies who showcase their products on our 40-acre layout during the world-famous Sturgis Motorcycle Rally which we call “The Rally at Exit 55”.

Black Hills Harley Davidson is currently looking for a service manager.  Candidate will be responsible for the overall management of the daily operations of the service department including staff management, financial management, and customer service, ensuring best practices and meeting quality standards to achieve key results and support company strategies.  We offer a benefit package including 401k match, health insurance, dental insurance, vision insurance, life insurance, paid holidays, and paid time off. 

Yearly Compensation $125k-$150k

Major Duties and Responsibilities

1.) Service Department Operations

1. Provide prompt, dependable, high quality vehicle service to (internal & external) customers.
2. Ensure service department contributes an acceptable level of sales & profit.
3. Maximize productivity and proficiency levels of service technicians.
4. Ensure service personnel are well trained, and available when needed.
5. Ensure technicians receive jobs based on skill level and current resource utilization.
6. Review work-in-progress to ensure quality and timeliness.
7. Occasionally assist technicians when they are having difficulty performing service work.
8. Make estimates for internal and wreck repairs.
9. Establish procedures to initiate and forward all customer paid, warranty and internal repair orders.
10. Develop procedures in conjunction with the Parts Manager that ensure a smooth flow of parts to service technicians during jobs.
11. Become familiar and efficient with all phases of the computer system required for service and parts management.
12. Ensure employees keep a clean, efficient, and orderly department.
13. Prepare and execute plans to accommodate additional business during Sturgis Rally.

2.) Management

1. Be a visible leader within the dealership and uphold customer service standards
2. Lead and manage the service department team.
3. Maximize the skill levels of technicians and assign tasks to optimize productivity levels.
4. Establish and communicate sales goals and service standards to your team.
5. Lead and motivate team members to provide high quality bike service to achieve goals and standards.
6. Provide leadership and guidance to develop technician skills and abilities.
7. Maintain budgeted revenue and expense objectives.
8. Develop promotional campaigns in conjunction with the Parts & Sales departments.
9. Maintain efficiency reports on service technicians.
10. Provide reports to GM, as requested.
11. Develop monthly and annual objectives for the department in collaboration with GM.
12. Attend training sessions (PHD, H-D University, etc.) to keep current with service department issues.

3.) Customer Service

1. Maintain a high degree of customer satisfaction by following up with customers to ensure satisfaction and grow the volume of service work.
2. Effectively schedule available technician resources to maximize customer satisfaction in line with dealership priorities.
3. Ensure customers are greeted immediately, in a courteous and friendly manner whether “walk-in” or on the phone.
4. Maintain a line of communication with the customer while work is being performed and after work is completed.
5. Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
6. Gain the trust and confidence of new customers when they are introduced to the service department.
7. Give special attention to repeat orders to ensure the situation is corrected.

4.) Other Duties

1. As Assigned

Supervisory Responsibilities

1. Establish departmental work schedule, balancing the work loads of all employees.
2. Monitor and address all comebacks with individual technicians.
3. Establish job assignments for all service employees within their skill levels.
4. Set policies and procedures for service department.
5. Manage employee performance (evaluate and council).
6. Assist with recruiting, interviewing, hiring, and terminating employees.
7. Assist with recruiting and hiring additional staff for the Sturgis Rally.
8. Provide training for all service employees (seminars; workshops; PHD, etc.)

Commitments

1. Treat all employees and customers fairly, courteously, and with dignity in line with dealership policies and priorities.
2. Model superior customer service behavior for all service personnel by maintaining positive relationships with customers, employees and management.
3. Be prompt and available for flexible scheduling.
4. Be honest and fair in all business dealings.
5. Demonstrate an interest in growing the service business.
6. Focus on quality.

Physical Demands

1. The noise level in the work environment is usually loud.
2. Occasionally required to bend, stoop, crouch, reach, and handle tools.
3. Occasionally requires the ability to lift 30 lb. of material.
4. Occasionally requires the ability to balance and push a 800 lb. motorcycle.

Working Conditions

1. Summer activity generally requires additional hours for days of operation of the Service Department.  The Service Manager must be prepared to see that management of the Department is always covered during the times it is operating.
2. Rally hours are generally long and do not allow for days off.
3. Frequently works near moving mechanical parts.

1. 2+ years of experience within the service department or a motor vehicle dealership
2. Ability to lead and motivate in a team environment
3. Ability and enjoyment in communicating with customers
4. Current motorcycle license (or ability to acquire one)
5. Familiarity with Windows based computer software
6. Passion for all the powersports brand.

All your information will be kept confidential according to EEO guidelines.