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Woodstock Harley-Davidson®
949 State Route 28, Kingston, NY 12401
Service Manager

Service Manager

Service Manager

· Customer Service

· Management

Major Duties and Responsibilities


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 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.

· Ensure employees keep a clean, efficient, and orderly department.


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 repeat orders to ensure the situation is corrected.



· 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 sales representatives.

· 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 service department issues.


Other Duties

· As assigned

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 policies and procedures for service department.

· Manage employee performance (evaluate and counsel).

· Assist with recruiting, interviewing, hiring, and termination employees.

· Maintain records of all employees performance reviews.

· Ensure appropriate training is provided to all service employees (seminars, workshops, sales schools, etc.)


· 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.

Qualifications & Job Requirements

· 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 60 lb. of material.

· Occasionally requires the ability to balance and push an 800lb. 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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