Service Manager

The Service Manager oversees and leads the service department to deliver exceptional customer support, ensure proper warranty handling, and provide technical solutions for customers and dealers. This role plays a critical part in maintaining product reliability, building customer loyalty, and supporting dealer networks. The Service Manager works closely with engineering, sales, and parts teams to resolve technical issues and improve overall customer satisfaction. Below is a detailed job description: Key Responsibilities: Service Operations Managements: Day-to-day operations of the service department, including scheduling, performance monitoring, and dealer relations. Ensure that service tasks meet standards for quality and efficiency.
Coordinate and implement service policies, processes, and training programs for dealers and field staff. Dealer Support & Training: Act as the primary point of contact for dealer technical inquiries and support requests.
Conduct technical training programs for dealer technicians, ensuring they are up-to-date on the latest diagnostics and repairs for products.
Monitor dealer compliance with warranty policies and provide coaching as necessary. Warranty Administration: Manage warranty claims processing and ensure timely resolution of dealer/customer concerns.
Analyze warranty trends and provide feedback to the engineering and product development teams to address recurring issues. Customer Satisfaction: Resolve escalated customer service issues and collaborate with dealers to ensure prompt resolutions.
Monitor customer satisfaction metrics and initiate strategies for improvement. Technical Expertise: Stay current with industry standards, tools, and best practices in powersports service and repair.
Provide input to the engineering team regarding product reliability and serviceability based on field feedback. Team Development: Recruit, train, and manage service personnel.
Develop career paths and training plans to support employee growth within the organization. Collaboration Across Departments: Partner with sales, marketing, engineering, and product development teams to support product launches and service campaigns.
Provide technical support during product recalls, service bulletins, and new product rollouts. Skills and Qualifications: Education & Experience: Bachelor’s degree in mechanical engineering, business management, or a related field (preferred).
5+ years of experience in service management, preferably in powersports, automotive, or recreational vehicle industries. Technical Knowledge: Strong understanding of mechanical and electrical systems, diagnostic tools, and repair techniques for powersports products.
Familiarity with warranty management and OEM dealer support systems. Leadership Skills: Proven ability to lead and motivate teams.
Experience managing remote dealer networks and developing relationships with external partners. Problem-Solving: Strong troubleshooting and analytical skills to identify and resolve complex technical issues. Communication: Excellent written and verbal communication skills for dealer training, technical documentation, and cross-departmental collaboration.