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Cape Cod Harley-Davidson is looking to add a Service Director to oversee the Service Department operations. Our team of experts produces only the highest quality, and we have the best Technicians, Parts to Service personnel, and Shop Support/Driver in the area. We are seeking a person with experience and drive that can uphold our high quality as they oversee and operate the entire department.
This is not an entry level position - prior dealership experience is required.
What we are looking for:
You have an incredible work ethic and are a person that sets the tone for everyone else by the way that you do things. You don't care about titles and do whatever is necessary to have the dealership operate smoothly. People will follow you because you have earned their respect by the way that you present yourself and because you are a natural leader. You are organized and detailed. You have a team mentality. You can adapt to different personalities and situations.You are a teacher, a motivator, and will help an individual to become better at what they do. You value the people that you work alongside and understand that you are only as good as the people that are around you. You put the dealership and staff before yourself. You come in early and stay late. You are ambitious and a self-motivator. You want to learn more and find ways to improve upon yourself. You step up when necessary.
You understand the importance of the customer experience and it is second nature to do everything that is necessary so that every customer has the best customer experience every time that they enter the dealership or speak with us on the phone. You understand and have what it takes to provide that customer experience on a consistent basis. You have experience and are well known for your reputation in the motorcycle industry.You constantly strive to find ways to improve processes and manage personnel to achieve efficiencies and production. You must be willing to put the needs of the business, it's customers ,and the other members of the staff before their own.
This is a great dealership to be able to be a part of, with a great work environment and atmosphere. We value our employees and understand that chemistry makes the staff better. You are compensated and rewarded for excelling. We have Employee Appreciation Days, where we close the dealership and you are paid to go have fun somewhere as a group. We understand that it is the people that make up the dealership that contribute to its success and we strive to provide the work atmosphere for you to excel and so that you enjoy being a part of it.
Job Description:
-Check in and look over each motorcycle with each customer and discussing possible items that may need attention or accessories that could be added. Asking all of the necessary questions to obtain all information necessary to perform the work to the customer's motorcycle.
-Write a very organized and detailed work order with events and notes for all necessary repairs or accessories installation. Adding detailed notes to the work order each time an event occurs throughout the process.
-Stay in constant contact with every customer throughout the entire process keeping them informed with every detail. This contact starts when or before the motorcycle has arrived at our dealership and is maintained throughout the process and continues after the motorcycle has been picked up. A customer never calls the dealership because they are consistently updated.
-Stay in constant contact with the Technician that is performing the work to the customers motorcycle to keep informed of the status of the work being performed to update the customer and also update the Technician if there are additions or changes to the work being performed.
-Stay in constant contact with the Parts/Accessories Department to track incoming parts to schedule work to be performed on customers motorcycles.
-Communicate well within the department as well as communicate well with all other departments.
-Maintain a schedule for all personnel in the entire department in order to operate the department efficiently.
-Operate an efficient schedule for the technicians and be able to move jobs around at a moments notice. Manage an efficient schedule for minimal downtime for customers motorcycles. Manage a schedule for motorcycle. pick-ups and deliveries with accurate times for the customer and in the most efficient manner for our driver.
Key Result Areas:
-CSI and Customer Retention and Experience
-Service Technician Production and Profitability
-Service Drive Efficiency and Follow-up
-Employee Satisfaction and Retention
Major Duties and Responsibilities:
-Ensure a smooth and profitable operation of the service department.
-Be able to effectively manage both people and processes.
-Managing the front-end Service Advisor staff.
-Manage proactive follow up with current and previous customers.
-Oversee proper dispatching of work to service technicians.
-Monitor, interpret and evaluate reporting for technician productivity.
-Provide oversight to Service Advisors on their performance in key metrics.
-Hire, direct, assist and motivate department personnel to achieve maximum productivity, efficiency, profitability in a fun and upbeat environment.
-Lead continuous improvement efforts that support annual goals for service and cost control.
-Maintain a high degree of customer satisfaction with the ability to handle customer complaints.
-Possess sound judgment and decision-making abilities.
What we offer:
Health benefits
Dental benefits
HSA
401K
Employee discount
Paid vacation time and select holidays
Paid team appreciation & outing days
Industry-leading pay plans
Comprehensive paid training
Year-round employment (no seasonal layoffs)
Positive, fun work environment
Eligible for Benefits Immediately!
If you are a qualified, self-motivated individual who goes the extra step and holds the quality of your work and the others around you at a high level, then we want you to join our team.
We look forward to hearing from you!
