Service Manager, Dealership

About the role

You are the hands-on leader who drives profitability and maintains high customer satisfaction in the dealership service department. You own the end-to-end performance of the service department from setting monthly goals with each technician to managing facility maintenance and warranty processing. You will build and maintain a coaching rhythm that keeps every technician on pace against their individual goals while reducing service cycle times. You are the primary interdepartmental coordinator with Sales and Parts to ensure seamless operations and revenue growth. You will hit monthly revenue and gross profit targets through disciplined management and execution. You own a lot on a lean team, move fast, and make decisions with full end-to-end responsibility. You connect with riders who live the lifestyle, ensuring every interaction reflects the passion and expertise that powers the business. You will ensure that every touchpoint from intake to delivery reinforces trust, quality, and long-term customer loyalty.

Key facts

What you'll do

Coordinate department performance metrics and translate them into clear technician coaching plans that drive consistent execution.

Own end-to-end warranty processing and service documentation to ensure compliance, accuracy, and timely completion of all job tickets.

Implement facility maintenance protocols that keep the service bays safe, organized, and fully equipped for efficient operations.

Interact daily with Sales and Parts teams to align inventory, manage expectations, and capture all service-driven revenue opportunities.

Reduce service cycle times through process refinement, standardized checklists, and continuous improvement initiatives.

Develop a coaching rhythm for each technician that tracks individual goals, provides real-time feedback, and supports skill development.

Manage monthly goal-setting sessions with technicians to clarify priorities, define success metrics, and align on action plans.

Oversee service department labor and parts cost controls to protect gross profit while maintaining high levels of customer satisfaction.

Lead root cause analysis on service failures and implement corrective actions that prevent repeat issues and strengthen quality.

Champion best practices in safety, cleanliness, and compliance to ensure a reliable and professional service environment.

Drive customer retention by turning every service visit into a positive, ride-affirming experience that encourages repeat business.

Support the General Manager in strategic planning by providing data-driven insights on service performance, capacity, and trends.

Own communication with vendors and manufacturers to resolve warranty claims, technical issues, and parts availability quickly.

Foster a culture of ownership, accountability, and continuous learning within the service team to sustain high performance over time.

Requirements

You must have a valid driver's license because you will travel within the region for vendor meetings and service support as needed.

You must be legally authorized to work in the United States without sponsorship at this time.

You must have at least five years of progressive leadership experience in a powersports dealership service environment.

You must have a strong understanding of powersports warranty processes, service documentation, and OEM compliance requirements.

You must demonstrate proven ability to manage budgets, control labor costs, and protect gross profit in a fast-paced retail environment.

You must have experience coaching technicians and holding them accountable to clear performance standards and goals.

You must be comfortable using dealership management software, spreadsheets, and email to track metrics, schedule work, and communicate with stakeholders.

You must have a history of reducing service cycle times and improving operational efficiency through structured process improvements.

Nice to have

Experience managing multiple service bays or a larger service team in a powersports environment.

Background in data-driven decision making using dealership reporting tools and key performance indicators.

Familiarity with powersports parts sales and inventory management practices.

Practical notes

This is a full-time on-site role based at 5120 Peters Creek Rd NW, Roanoke, VA 24019.

No remote work options are available for this position.

Travel within the region may be required for vendor meetings and service support.

Candidates must meet all requirements without sponsorship at this time.