About the Role:
Twisted Torch Harley-Davidson Service Manager / Master Tech-Shop Foreman HybridPurpose:
Twisted Torch Harley-Davidson is in growth mode and we are looking to add to our successful team. If you can create a bridge between operational oversight and daily shop leadership-maintaining consistency in scheduling, QC, and communication between advisors, techs, and parts Apply Now. This role combines technical oversight with a mentor's mindset and a steward's approach to culture.
Key Responsibilities:
Lead daily service operations with a focus on throughput, KPI performance, and customer satisfaction.
Supervise workflow allocation, prioritization, and coordination between Service and Parts to maximize efficiency and proficiency.
Ensure warranty submissions, flat-rate tracking, and labor reports are accurate and timely within the DMS.
Mentor entry- and mid-level techs in H-D processes, tool use, and diagnostic methodology
Coach and develop technicians and advisors, fostering accountability and alignment with Harley-Davidson Service standards.
Serve as the escalation point for QC, diagnostics, and customer concerns.
Maintain shop safety, equipment integrity, and compliance with H-D operational guidelines.
Drive performance through KPI visibility-efficiency, proficiency, CXI, and revenue-per-RO.
Conduct weekly performance huddles to review production goals, carryover trends, and scheduling balance.
Identify workflow bottlenecks and implement process improvements to optimize cycle time and team efficiency.
Profile:
An experienced leader with a thorough working knowledge of DMS platforms (Talon, Lightspeed, CDK, etc.), strong technical background, and proven ability to build and sustain a high-performance team. Someone who leads from the floor-hands-on, decisive, and engaged.
Twisted Torch Harley-Davidson: Service Manager / Master Technician - Shop Foreman
Role Summary:
Twisted Torch Harley-Davidson is seeking a dynamic leader to bridge operational management with hands-on shop leadership as we continue to expand. This hybrid role requires a Master Technician's expertise combined with a manager's organizational oversight, focusing on maintaining consistency in scheduling, quality control, and seamless communication across advisors, technicians, and parts. You will be a mentor, a decisive leader on the floor, and a steward of our service culture.
Core Responsibilities:
Operational Leadership & Performance: Drive daily service operations, focusing on maximizing throughput, achieving Key Performance Indicators (KPIs) like efficiency, proficiency, and revenue-per-RO, and ensuring high Customer Experience Index (CXI) scores.
Supervise workflow allocation, prioritization, and coordinate closely with the Parts department to maximize overall shop efficiency.
Conduct weekly performance huddles to review production goals, analyze carryover trends, and balance scheduling capacity.
Identify and resolve workflow bottlenecks, implementing process improvements to optimize cycle time.
Technical Oversight & Quality Control: Serve as the final escalation point for complex diagnostics, quality control issues, and customer concerns.
Ensure all warranty submissions, flat-rate tracking, and labor reports are accurately and timely processed within the Dealer Management System (DMS).
Maintain shop safety standards, equipment integrity, and compliance with all H-D operational guidelines.
Team Development & Mentorship: Coach, develop, and foster accountability among technicians and advisors, aligning the team with Harley-Davidson Service standards.
Mentor entry- and mid-level technicians in H-D diagnostic methodology, tool usage, and standard processes.
Ideal Profile:
A hands-on, experienced leader with a deep technical background and a proven track record of building and sustaining a high-performance team. Must possess a thorough working knowledge of major DMS platforms (e.g., Talon, Lightspeed, CDK, etc.). The successful candidate leads decisively from the floor and is fully engaged in daily operations.
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