Position Summary
The Service Manager is responsible for leading all aspects of the service department, including team development, customer satisfaction, operational efficiency, and profitability. This role ensures delivery of high-quality service experiences while meeting manufacturer standards and dealership performance goals.
Key Responsibilities
- Build and maintain a loyal customer base by delivering exceptional service experiences that drive repeat business and positive referrals.
- Recruit, train, mentor, and retain a high-performing team of service technicians and support staff.
- Monitor and manage departmental performance, including profitability, efficiency, and productivity, ensuring monthly and annual goals are achieved.
- Drive Customer Satisfaction Index (CSI) scores 90% or higher across all OEM brands.
- Track and analyze technician efficiency and productivity to support performance management and compensation planning.
- Maintain up-to-date knowledge of all manufacturer policies, procedures, and programs, including warranty, recalls, and technical service bulletins.
- Oversee warranty administration to ensure timely, accurate, and profitable claim processing.
- Collaborate closely with Sales and Parts departments to ensure seamless scheduling, parts availability, and on-time delivery of service commitments.
- Address and resolve customer concerns promptly and professionally, escalating issues as needed to ensure satisfaction and retention.
- Plan and manage daily and long-term service scheduling based on workload, technician availability, and parts/equipment readiness.
- Implement ongoing training and development programs to ensure technicians are equipped to diagnose and repair a wide range of service issues.
- Maintain accurate records of employee attendance, time-off requests, and departmental staffing needs.
- Ensure compliance with all safety standards, company policies, and industry regulations.
Qualifications & Requirements
- 3–5 years of experience in a Service Manager or similar leadership role within a powersports or marine dealership environment.
- Minimum of 2 years of direct supervisory or management experience with direct reports.
- Proficiency with service management software; experience with Lightspeed EVO strongly preferred.
- Strong working knowledge of ATV/UTV, marine units, personal watercraft, and related accessories.
- Demonstrated ability to lead teams, improve performance metrics, and drive operational success.
- Excellent communication, problem-solving, and customer service skills.
- Highly organized with the ability to manage multiple priorities in a fast-paced environment.
- High school diploma or equivalent required; associate’s degree or higher preferred.
Schedule
- Tuesday through Friday, 8:45AM-6:00PM
- Saturday, 8:45AM-3:00PM
Compensation
- Salary Commensurate with Experience
- Opportunity for monthly bonus structure
- Generous PTO plan
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Retirement plan
Education:
- High school or equivalent (Required)
Experience:
- Service Manager: 3 years (Preferred)
- Marine Service Manager : 3 years (Required)
- Powersports Service Manager: 3 years (Required)
Ability to Commute:
- Mauston, WI 53948 (Required)
Work Location: In person
