Service Manager

Service Manager

Pfaff Harley-Davidson Richmond Hill ON L4C 6Z1
**Who We Are
**At Pfaff Automotive Partners, we’re united by a passion for cars, and we’re as crazy about them. It’s about more than just selling and servicing cars. We’re passionate about long-term relationships with our teammates, clients, and communities. We love driving the cars we sell, and we love the people that own and drive them.

Now, in partnership with Lithia and Driveway, North America’s second-largest publicly-traded dealership group (NYSE:LAD), We are focused on making, buying, and servicing a car and or motorcycle as easy as possible - with a diverse set of brands and deep e-commerce capabilities that provide modern customers an unlimited range of options to suit their needs and lifestyles.

**Reports to**:
General Manager

**Duties and Responsibilities**

1) Service Department Operations
- Provide prompt, dependable, high quality vehicle service to (internal & external) customers.
- 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. Review 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.
- Establish procedures to initiate and forward all customers 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**
- 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 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 orders 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 departments.
- Maintain efficiency reports on sales representatives.
- Provide reports to GM, as requested.
- Develop monthly and annual objectives for the department in collaboration with GM
- Attend training sessions to keep current with service department issues.
- 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 service employees within their skill levels.
- Set policies and procedures for service department.
- Manage employee performance (evaluate and counsel).
- Assist with recruiting, interviewing, hiring, and termination employees.
- Maintain records of all employees performance reviews.
- Ensure appropriate training is provided to all service employees (seminars, workshops, sales schools, etc.)

**Qualifications & Job Requirements**
- Progressive experience within the service department of a motor vehicle dealership.
- Prefer knowledge and experience with sales of Harley-Davidson/Buell 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 or the ability to quickly learn due to experience with other systems. Current, valid motorcycle license.

**What’s in it for you
**In addition to a fast-paced, exciting environment that rewards the entrepreneurial spirit, we offer excellent pay plans, benefits packages for full-time employees, professional training and development, and advancement opportunities throughout our dealer group, such as:

- Discounted programs to enhance employee experience
- Enhanced vacation policy, based on tenure
- Track Days & Budget Car Track Challenge
- Seasonal Employee Events
- Support in career advancement
- Robust training and development programs
- RRSP/DPSP/TFSA
- Company paid Life Insurance, Accidental Death & Dismemberment
- Comprehensive Health and Dental and extended Health Care
- Employee Assistance Program
- Tuition Reimbursement

If you are passionate, customer focused, and thrive in a team environment, we encourage you to apply. We thank all applicants for their interest in Pfaff Automotive Partners - please note due to the volume of applicants, only those selected for an interview will be contacted.