Deputy Service Manager

Job Description

1. Purpose of the Job

• Manage workshop, parts, and after-sales operations.
• Provide service consulting and customer support to ensure satisfaction.

2. Key Responsibilities

a. Deputy Service Manager Duties

• Manage workshop, spare parts, and after-sales staff.
• Control warranty, PDI, and mobile workshop.
• Monitor inventory, tools, and workshop performance.
• Develop after-sales promotions, pricing, and reporting.
• Maintain customer database and manage technical complaints.

b. Service Operations & Customer Service

• Intake and diagnose customer vehicles, prepare repair orders.
• Assign jobs, monitor progress and quality.
• Estimate cost/time and communicate clearly with customers.
• Handle complaints, ensure high customer satisfaction.
• Support upselling of parts, accessories, and services.

Job Requirement

• University degree, technical background, 3+ years progressive experience in a dealership service department (motorcycle or automotive).
• Strong leadership and team-building skills.
• Strong sales skills and customer-first mindset.
• Harley-Davidson service knowledge preferred or ability to quickly learn.
• Excellent communication, organizational, and time management skills.
• Passion for motorcycles and the Harley-Davidson community.
• Good English communication.
• Proficiency with Microsoft Office Suite; dealership management system and inventory management system experience preferred.
• Valid motorcycle license (A2).