Service Manager

Motorcycle Service Manager

We are looking for the Best of the Best!

Gateway Harley-Davidson is under new ownership and we are looking for the best of the best to join our team.? We demand excellence from ourselves as well as our teammates.? This is a great time to consider a career at Gateway Harley-Davidson.?

If you want to invest your time in a superior company who provides the highest level of customer service in the area; who respects and appreciates the team for their hard work and dedication to the company; and who pays well for the individual?s performance as well as the team, this is the job for you.

Currently, we are seeking a dynamic, results-oriented, reliable individual to join our Harley-Davidson team as a Service Manager. If you consider yourself to have these characteristics and are willing to adopt a proven system for success, this may be the move you have been waiting for!


1.???? Service Department Operations


????????? Provide prompt, dependable, high quality vehicle service to (internal& external) customer.

????????? 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.

????????? Ensure technicians receive jobs based on skill level and current resource utilization.

????????? Review work-in-progress to ensure quality and timeliness.

????????? Occasionally assist technicians when they are having difficulty performing service work.

????????? Make sure estimates for internal and wreck repairs are done in a timely manner and communicated to customers.

????????? Establish procedures to initiate and forward all customer 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


????????? Superior customer contact is the first step to superior customer service.

????????? Maintain a high degree of customer satisfaction.

????????? Make sure customers are greeted 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 comeback repairs to ensure the situation is corrected.


3.???? Management


????????? Delegate and empower your staff in order to truly manage the department.

????????? Inspect what you expect.

????????? 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 service writers.

????????? Provide reports to Executive Directors and Dealer Principal.

????????? Meet monthly and annual objectives for the department.

????????? Attend training sessions to keep current with service department issues.

????????? Know and understand Lemco composite and maintain all information associated with it.

Commit to running a profitable department

????????? Establish department 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.

????????? Enforce policies and procedures for service department.

????????? Manage employee performance (evaluate and council).

????????? Assist with recruiting, interviewing, hiring, and terminating employees with the help of Executive Directors and Human Resources.

????????? Conduct employee performance reviews with Human Resources.

????????? Provide training for all service employees (seminars; workshops; schooling etc.)

????????? Ensure that all new employees understand their job description and know how to do their job.


  • 401k with employer match

  • Medical, Dental, Vision Insurance

  • Employee Discounts

  • Life Insurance

  • VoluntaryShort-term and Long-term Disability Insurance

  • Colonial Life Voluntary? Accident, Hospital, Critical Illness and Cancer Insurance

  • Flexible Spending Account?

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