Service Manager – Harley-Davidson Dealership

Responsibilities

• Lead, coach, and manage the Service Department team including Service Advisors and Technicians
• Drive department gross profit, net profit, labor sales, and overall operational performance
• Maintain strong customer satisfaction through professional communication, scheduling, follow-up, and complaint resolution
• Develop and execute service marketing and retention initiatives
• Recruit, hire, train, and develop high-performing service personnel
• Conduct daily huddles, coaching sessions, and performance reviews
• Ensure dealership policies, safety standards, and operational procedures are followed
• Maintain a clean, safe, organized, and efficient shop environment
• Monitor department reports, KPIs, and budgets in alignment with dealership goals
• Ensure all end-of-day reporting and documentation is accurate and completed timely

Qualifications

• 5+ years of progressive dealership service management experience (motorcycle, automotive, powersports, or RV preferred)
• Proven leadership ability with a track record of developing high-performing teams
• Strong understanding of dealership service operations, technician workflow, and profitability management
• Experience managing KPIs including labor sales, hours per repair order, productivity, and effective labor rate
• Strong communication, leadership, and organizational skills
• Experience with dealership management systems and CRM tools preferred
• Proficiency with Microsoft Office Suite
• Passion for motorcycles and the Harley-Davidson lifestyle preferred
• Valid driver’s license required
• Motorcycle endorsement preferred or willingness to obtain