Job Overview

We are seeking a dynamic and proactive Service Manager to lead our motorcycle service department with enthusiasm and expertise. In this role, you will oversee daily operations, ensure exceptional customer service, and drive sales through effective upselling and technical knowledge. Your leadership will inspire a team of skilled mechanics and service advisors to deliver top-tier motorcycle repairs and maintenance.

This position offers an exciting chance to shape a positive customer experience while maintaining operational excellence in a fast-paced environment.

Major Duties and Responsibilities

1) Service Department Operations

- Manage the daily operations of the service department, ensuring smooth workflow and high-quality service delivery
- Lead, motivate, and develop a team of mechanics and service advisors to meet performance goals and uphold company standards
- Oversee automotive repairs and maintenance, ensuring all work meets safety regulations and quality benchmarks
- Provide excellent customer service by addressing inquiries, explaining repair options, and ensuring customer satisfaction
- Drive sales through effective upselling of additional services and parts, maximizing revenue opportunities
- Handle cash transactions accurately, including invoicing, payments, and financial record keeping
- Maintain a thorough understanding of dealership procedures, mechanical processes, and industry best practices
- Consistently monitor and seek/implement ways to improve efficiency, productivity & proficiency
- Ensure service department contributes an acceptable level of gross & net profit
- Preparation of insurance repairs and follows through for submission and payment
- Develop procedures in conjunction with the Parts Manager which ensure a smooth flow of parts to Service Technicians during jobs
- Become familiar and efficient with all phases of the computer system required for service & parts management

2) Facility Operations

- Ensure cleanliness of designated areas on a scheduled maintenance program
- Monitors and coordinates building and/or grounds maintenance functions
- Monitors and coordinates winter snow removal & sanding services (shovel, tractor, truck)

3) 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
- Gain the trust and confidence of new customers when they are introduced to the service department
- Be prepared to handle all difficult situations without hesitation

4) Management

- Maintain service follow-up programs
- Grow the volume of service work
- Maintain budgeted revenue and expense objectives. Ensure that progress is being made and that corrective action is taken if necessary
- Develop promotional campaigns in conjunction with the parts & sales departments
- Maintain proficiency reports on service staff
- Provide reports to GM, as requested
- Conducts regular meetings with service staff to discuss department performance, polices and other issues, including health & safety
- Develop monthly and annual objectives for the department in collaboration with GM
- Attend training sessions and management meetings to keep current with service department impacts and issues
- Conduct regular performance appraisals for all Service department staff
- Provide coaching and mentoring to all subordinate staff
- Responsible for appropriate staff levels to meet requirements of the shop

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 non-technical service employees within their skill levels
- Review warranty claims in progress to ensure correctness, timely entry, submission and payment
- Assist with the setting of policies and procedures for service department
- Manage employee performance (evaluate and council)
- Assist with recruiting, interviewing, hiring, and firing employees




- Maintain records of all employee performance reviews
- Provide training for all service employees (seminars; workshops; school, etc.)

Qualifications & Job Requirements

- Completion of community college in business administration with automotive courses and/or equivalent experience
- Five (5) years progressive dealership experience with a strong background in automotive repair and mechanical knowledge
- Must have a valid GM driver's license with a clean driving abstract
- Extensive mechanic experience with the ability to diagnose issues accurately and oversee repairs
- 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
- Exceptional customer service skills to build rapport with clients and resolve concerns promptly
- Demonstrated ability to upsell services while maintaining integrity and customer trust
- Strong leadership skills with experience managing teams in a fast-paced environment
- Proficiency in cash handling, invoicing, and financial record management
- Knowledge of automotive industry standards, safety protocols, and dealership operations
- High level of integrity, confidentiality and accountability
- Able to work well under pressure

Physical Demands

- The noise level in the work environment is usally loud
- Occasionally required to bend, stoop, crouch, reach and handle tools
- Occasionally requires ability to lift 40lbs of material
- Requires the ability to balance and push a 600+ lb 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

Pay: $87,000.00-$108,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care

Work Location: In person

📌 Service Manager (Barrie)
🏢 Barrie Harley-Davidson
📍 Barrie