Major Duties and Responsibilities

1) Service Department Operations

 Provide prompt, dependable, high quality vehicle service to (internal and

external) customers

Understands, follows and reviews the Harley-Davidson Premier Service Program on a

regular basis.

 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.

 Daily review and update 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.

 Follow procedures and policies in place to initiate and forward all customers

paid, warranty, and internal repair orders.

 Develop procedures in conjunction with the Fixed Operations Manager that

ensure a smooth flow of parts to Service Technicians during jobs.

 Become familiar and efficient with all phases of the computer systems

required for service.

 Ensure employees keep a clean, effective and orderly department.

- Daily review of KPI's with Technicians.

- Ensuring technicians are effectively organized, accountable, and focused on achieving operational objectives

- Perform daily huddle with service staff

2) Customer Service

 Maintain a high degree of customer satisfaction, including CXI.

 Meet and 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 customers 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, and

marketing departments.

 Provide reports to GM as requested.

 Develop monthly and annual objectives for the department in collaboration

with Fixed Operations Manager and GM.

 Attend and complete training sessions to keep current with service

department issues.

4) Other duties

 As assigned.

Supervisory Responsibilities

- Fosters and maintains a positive, productive, and collaborative work environment.

 Establish departmental work schedules, 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.

 Follow policies and procedures for service department with assistance from Fix

Operations Manager.

 Manage employee performance (evaluation and counsel).

 Assist with recruiting, interviewing, hiring and termination of employees.

 Maintain records of all employee performance reviews.

 Ensure appropriate training is provided to all service employees (seminars,





workshops, school, etc.)

 Treat all employees and customers fairly, courteously, and with dignity.

 Model superior customer service behaviour 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 and Job Requirements

 Experience in management who also has the ability to mentor/ coach.

- 5 years progressive experience within the service department of a motor

vehicle dealership.

 Knowledge of OEM brands and products sold by the dealership, or the

demonstrated ability to quickly learn them.

 Experience with point-of-sale and service management of computer software

or the ability to quickly learn due to experience with other systems.

 Current, valid motorcycle license an asset.

Physical Demands

 The noise level in the work workplace is usually loud.

 Occasionally required to bend, stoop, crouch, reach, and handle tools

 Occasionally required to bed, stoop, crouch, reach, and lift 100lbs of material.

 Occasionally requires the ability to balance and push a 900lbs 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 motor vehicle service department.

 Occasionally exposed to exhaust fumes or other airborne particles.

Pay: $40,625.84-$80,000.00 per year

Benefits:

- Dental care
- Extended health care

Work Location: In person

📌 Service Manager (Novelis)
🏢 Kingston Harley-Davidson | MotoSport Plus
📍 Novelis