Sunday, April 23, 2017
Heritage Harley Davidson

Phone: 780.430.7200
1616 Calgary Trail SW, Edmonton AB
CLICK HERE FOR MAP TO DEALERSHIP

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.)

 

Commitments

 

  • 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 careers@heritageharley.com

Historic Brand

Heritage Harley-Davidson

South Edmonton Harley-Davidson Specialists

Call or cruise in today. 780.430.7200

Store Hours

MONDAY 9AM-5PM
TUESDAY 9AM-5PM
WEDNESDAY 9AM-5PM
THURSDAY 9AM-8PM
FRIDAY 9AM - 5PM
SATURDAY 9AM-5PM
SUNDAY CLOSED


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: reception@heritageharley.com

Fax: 780.431.2166

1616 Calgary Trail SW
Edmonton, Alberta
Canada  T6W 1A1

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