Experienced Motorcycle Service Manager

About UsTwo Jacks Cycle is an established BMW/Suzuki/Kawasaki dealership located in Wilkes-Barre Pennsylvania.  Our service department has the capacity for 5 technicians and is completely state of the art.Job Purpose Manages all aspects of service department operations: staffing, provision of motorcycle services, warranty administration, customer retention, cost controls, achievement of objectives, and maintenance of all service records   Ensure that the daily inventory of technician's time is consistently sold to service customers.  Promote high standards for superior customer, employee and dealership managementResponsibilities1.     Greet customers as they enter the dealership for service repairs, and obtain necessary information for vehicle maintenance. 2.     Communicate the nature of service needed and the cost of parts and labor to customers in a clear manner, and obtain proper customer authorization for initiation of repairs. 3.     Negotiate and prepare customer payments prior to completion of service work and close out repair order for cashier. 4.     Coordinate timely completion of repairs with Service Department and arrange loaner vehicles when applicable. 5.     Arrange Service appointments with customers via telephone and in person. 6.     Dispatch and coordinate service work within service department in terms of manpower and equipment. 7.     Control and direct activity within the service department to ensure all work performed is completed in an accurate and timely manner.  Ensure that all vehicles are maintained and repaired according to specifications.  Maintain high-quality service repairs and minimize comebacks.  Conduct periodic spot checks of completed jobs for thoroughness and quality. 8.     Maintain expenses and exceed profitability goals and customer satisfaction within the dealership's service department. 9.     Analyze service sales, operating expenses and equipment purchases. 10.   Resolve customer/service problems in a prompt and efficient manner to minimize customer inconvenience and maximize the dealership's business image with the customer.  Achieve a high level of repeat service customers by ensuring the service experience exceeds owner expectations in all respects.  Achieve a high degree of customer satisfaction so that the customer satisfaction index is well above national average. 11.   Resolve serious grievances to ensure customer satisfaction based on company policy and recommend exceptions. 12.   Develop and implement a marketing plan that promotes new and repeat business.  Promote parts and accessories sales by developing and implementing effective merchandising and promotional programs. 13.   Monitor warranty documentation for discrepancies and problems on a daily basis. 14.   Interface with factory representatives to resolve customer complaints and maintain warranty expenses. 15.   Document factory recall procedures and update appropriate departments via correspondence as needed. 16.   Track warranty parts by ensuring proper tagging with repair order number, date of replacement, and date on which part may be disposed. 17.   Attend factory seminars, training courses and periodic management meetings to discuss management problems or changing trends within the industry. 18.   Maintain a current price listing for maintenance and routine repairs as well as current required material safety data sheets. 19.   Ensure that the service needs of the new and used motorcycle sales operations are met in a timely and efficient manner.   20.   Maintain supply and support systems, including technical reference materials, workshop supplies and other materials, ensuring they are current, accessible, stocked and distributed.   21.   Ensure physical resources such as parking and reception areas, workshop, major equipment items, special tools, and service vehicles are properly used and maintained by following good maintenance and housekeeping practices.    22.   Understand and comply with Federal, State, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.  Operate and maintain the service department according to the safety and appearance standards established by the dealership.   23.   Establish systems to ensure security of customer vehicles and property while on the retail center site.   24.   Monitor and follow up on parts orders with parts manager to ensure availability.   25.   Keep abreast of new equipment and tools available and recommend purchases.  Ensure the proper care, storage, and inventory of special tools.   26.   Ensure that customers's service files are up to date and readily available for reference.   27.   Maintain current knowledge of industry products and services and maintain professional and technical expertise by on the job training, attending trade shows and educational programs, establishing personal network, reviewing industry publications, and participating in professional societies.   28.   Refer to service history, inspect motorcycle, and recommend additional needed service to customers.  Promote the sales of appropriate services, parts, and accessories by thoroughly understanding the vehicle product and service lines.  29.   Perform other related duties as assignedSkills  Oral Communication Skills Written Communication Skills Technical Communication Reading Skills Computer Literacy Customer Relations Diplomacy Professionalism Math Aptitude Budgeting Organization Planning Time ManagementBasic mechanical skills Manual dexterity skillsAbility to lift up to 40 poundsEducation/Training Degree:High School Diploma or EquivalentCertifications/LicensesState Inspection License PreferredMotorcycle Driver's License