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US Motorbike Dealer Service Manager – EV
Our client is a globally recognised motorcycle brand with real heritage in the UK and internationally. In supporting and further developing their position within the USA motorcycle sector, we are seeking a NEW Motorbike Dealer Service Manager who will be responsible for the dealer service performance in the US and will lead the implementation of various service processes. The incumbent will provide guidance on overall business operations, identify areas for improvement, and support the implementation of new projects in the US and will be primarily focused on my clients’ range of EV motorbikes.
Hybrid working, but ideally being closely based to their US HQ in Wisconsin, the Dealer Service Manager will have key responsibilities which include:
– Ensure the timely publication of customer engagement events planned by the company to generate market excitement and build pre-launch hype.
– Establish EV service workshops in alignment with company standards, ensuring full compliance with safety norms and operational guidelines.
– Drive growth in After Sales Service to expand the customer market share within the US.
– Achieve workshop loading targets by increasing the number of job orders and overall service volumes as per the defined goals.
– Ensure penetration of Extended Warranty (EW), Roadside Assistance (RSA), and Annual Maintenance Contracts (AMC) in line with organizational targets.
– Drive customer satisfaction metrics (e.g., InMoment RSA, Service, Quality of Closure) to meet or exceed set benchmarks.
– Support strategic planning for Spare Parts through market intelligence, dealer visits, competitor analysis, and timely information sharing.
– Ensure effective resolution of customer complaints within agreed timelines, including onsite resolution and feedback management.
– Promote service engagement campaigns through collaboration with distributors and participation in customer-centric events such as rides and campaigns.
– Lead product quality reporting initiatives, including a collection of PDI feedback from distributors, warranty claim parts audits, and service process quality audits across the network.
– Design and implement attractive service schemes aimed at driving workshop footfall and increasing service touchpoints within the US.
– Ensure proactive customer communication regarding safety tips during natural calamities, promote peace-of-mind products such as RSA, insurance renewals, AMCs, and Extended Warranties.
– Conduct regular meetings (virtual/in-person) with the aftersales regional retail team to assess on-ground realities and identify business improvement opportunities.
– Support the organization in understanding customer profiles and expectations to refine and improve service offerings.
– Provide spare parts management assistance to channel partners and facilitate seamless coordination with the factory team.
– Ensure new model service readiness, including timely service training, procurement of initial parts kits, and availability of tools and equipment in the US.
– Support onboarding and operational setup for new dealers in the assigned territory.
– Ensure timely completion of all service-related projects, in line with organizational targets and deadlines.
– Taking the lead in process enhancements for the customer journey to reduce customer complaints and monitor NPS to provide a better customer experience.
– Accountable for boosting dealer profitability and the dealership’s service absorption ratio
This position is a NEW role in the organisation and is instrumental in the continued expansion of their brand and range of EV motorcycles in the USA. It will have close contact with the international manufacturing Group.
With a degree or master’s in business, marketing or relating technical field; you will have/should be:
– Many years of relevant work experience
– Extensive service marketing experience
– Knowledge of dealer service/parts operations
– Territory management and dealer contact experience
– Passion for motorcycling and experience of working with global brands would be an advantage
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.
6739903 – Matthew Heath