Sunday, May 28, 2017
Heritage Harley Davidson

Phone: 780.430.7200
1616 Calgary Trail SW, Edmonton AB

Service Manager Opportunity

Department - Service Department
Supervisor - General Manager / Dealer Principal


Summary Description

Manages employees and operations of the service department


Key Result Areas

  • Service Department Operation
  • Customer Service
  • Management


Major Duties and Responsibilities


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 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.


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 repeat orders 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 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.


4) 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 50-75lbs of material.
  • Occasionally requires the ability to balance and push an 850lbs plus 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.

Please email your resume to

Historic Brand

Heritage Harley-Davidson

South Edmonton Harley-Davidson Specialists

Call or cruise in today. 780.430.7200

Store Hours


NOTE: We will be closed Monday, May 22nd for Victoria Day. Sorry for any inconvenience.  

Map Map and more details

NOTE: There is no access to Heritage Harley-Davidson® from the QE2, you must use Ellerslie Road

Contact Us

Phone: 780.430.7200

Email Email Inquiries:

Fax: 780.431.2166

1616 Calgary Trail SW
Edmonton, Alberta
Canada  T6W 1A1

Copyright © Heritage Harley-Davidson ®
Login | | Website by WebmontonMedia
Salvation ArmyJoin the E-Newsletter
Harley-Davidson Canada
Harley-Davidson Canada