Dealership Parts & Service Manager

Job Title: Parts and Service Manager
SEO Title: Dealership Parts & Service Manager | Powersports, Lawn Equipment & Small Engine Repair
Department: Parts & Service
Reports To: Director of Parts & Service / General Manager
FLSA Status: Exempt

Rev: 7-1-26

Summary

The Parts and Service Manager oversees the daily operations of the Parts and Service Departments at Ball Equipment’s Richmond, MI location. Ball Equipment is a full-service dealership providing sales, OEM parts, accessories, maintenance, and repair services for powersports vehicles and outdoor power equipment.

This role is responsible for leading parts and service employees, delivering an excellent customer experience, maintaining efficient department workflows, improving profitability, and supporting manufacturer standards. The Parts and Service Manager works with a wide range of products, including ATVs, UTVs, motorcycles, dirt bikes, snowmobiles, lawn mowers, snow blowers, chore equipment, and small-engine outdoor power equipment.

Current OEM brands include Polaris, Arctic Cat, CFMOTO, Honda, Cub Cadet, Gravely, Ferris, Husqvarna, and others. The manager also uses LightSpeed DMS/CRM/POS systems to monitor sales, repair orders, service productivity, customer satisfaction, and department performance.

Essential Duties and Responsibilities

Leadership & Team Management

• Recruit, train, schedule, coach, and supervise Parts and Service Department employees.
• Build a team-first culture that promotes accountability, communication, and cross-department support.
• Provide regular feedback, coaching, and performance reviews to support employee development and department goals.
• Help ensure the Parts and Service Departments are properly staffed and prepared for seasonal business demands.

Customer Service & Sales

• Ensure customers receive professional, accurate, and timely support at the parts counter and service desk.
• Oversee repair orders, estimates, warranty claims, service invoices, and work order accuracy.
• Support growth in OEM parts, aftermarket parts, accessories, maintenance services, repairs, and service packages.
• Help resolve customer concerns in a professional manner while protecting customer satisfaction and department profitability.

Parts & Service Operations

• Maintain proper parts inventory levels and oversee ordering, returns, cycle counts, and warranty-related parts processes.
• Improve scheduling, technician productivity, service turnaround time, and overall department efficiency.
• Use LightSpeed or comparable dealership software for reporting, billing, customer communication, and coordination between departments.
• Track key performance indicators, including fill rate, gross profit, technician efficiency, service productivity, hours per repair order, and customer satisfaction scores.
• Ensure compliance with OEM standards, dealership procedures, warranty requirements, and operational best practices.

Cross-Department Collaboration

• Partner with Sales to support PDI, accessory installation, unit preparation, service scheduling, and customer delivery expectations.
• Ensure Parts, Service, and Sales work together to provide a seamless customer experience.
• Step in where needed to support daily operations, maintain workflow, and assist team members during peak periods.

Competencies

• Customer Service: Builds trust with customers, communicates clearly, and resolves concerns effectively.
• Leadership & Teamwork: Promotes accountability, collaboration, and shared department success.
• Operational Discipline: Maintains accuracy, timeliness, and consistency across parts and service processes.
• Product Knowledge: Understands OEM parts, accessories, maintenance needs, and repair processes for powersports and outdoor power equipment.
• Business Acumen: Manages gross profit, labor sales, inventory accuracy, productivity, and department performance goals.

Performance Indicators

Success in this role may be measured by:

• Achieving shop labor sales and gross profit goals.
• Meeting technician efficiency, productivity, and hours-per-repair-order targets.
• Maintaining parts inventory accuracy, cycle count standards, and fill rate goals.
• Maintaining high service customer satisfaction scores.
• Developing, retaining, and holding key service and parts personnel accountable.
• Ensuring compliance with OEM standards, warranty requirements, and dealership best practices.
• Achieving department P&L targets for Parts and Service operations.

Compensation & Benefits

Compensation: Competitive Base Salary $70-80K plus incentives for earning potential up to $100,000 annually.

• 100% Employer-Paid Medical, Dental, Short-Term Disability, and Life Insurance
• Additional Voluntary Coverage Options – including Vision, Long-Term Disability, and Supplemental Life Insurance
• 401(k) Retirement Plan with Employer Match100% match on the first 3% of your contribution. 50% match on the next 2%
• Competitive Paid Time Off (PTO) package plus 6 paid holidays annually
• Ongoing manufacturer-certified and in-house training opportunities to support your growth and keep your skills current
• A team-first culture at a locally owned and trusted dealership where your contributions are valued
• Employee discounts on vehicles, parts, apparel, and service work