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Job Title: Service/Parts Manager
Department: Service/Parts 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
Ensure the needs of the parts and accessories department are being met
Review all stock orders to ensure a fast moving, balanced inventory of parts & accessories.
Maintain sufficient quantities of stock to support demand and acceptable inventory turn ratio.
Supervise and maintain an accurate up-to-date inventory management & control system.
Establish procedures for ordering, receiving, logging into inventory, displaying, and selling all merchandise.
Maximize return on investment of parts inventory.
Grow the volume of Parts & Accessory sales.
Develop advertising & promotional campaigns for merchandise.
Recommend related Parts and Accessories, which may be required for a job.
Supply cost of parts information on repair orders
Update inventory control system and parts catalogue
Notify service personnel when special parts or back-ordered parts are received
Maintain cleanliness of Parts and Accessories Department and keep inventory neatly stacked and orderly.
Assist customers with determination of Parts and Accessories requirements and research merchandise in catalogues.
Develop and share knowledge of all Parts and Accessories merchandise, parts history, and motorcycle service.
Must possess the ability to work with several customers at one time while maintaining individual customer satisfaction
Point out any sales, specials, new merchandise and offer additional product that may compliment the customer purchase.
Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to excellent customer service
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
Management
Ensure the team is alert, well trained, motivated, and available when needed.
Maintain 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.
Commitments
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 StartĀ 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 license.
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
