Service Advisor​/Writer

Job Title:

Service Advisor

Department:
Service

Supervisor:
Service Manager

Summary Description

Intake of customer vehicles, diagnose problems and service needs; sell service and/or parts and communicate job status to customer.

Duties and Responsibilities

* Ensure that repair orders are complete, legible and clearly described on the repair order.

* Estimate costs and completion times at point of sale. Clearly communicate them to customer.

* Review work-in-progress to ensure quality and timeliness.

* Assist technician to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used.

* Make estimates for internal and wreck repairs with the assistance of the Service Manager.

* Forward all customer paid, warranty, and internal repair orders.

* Greet customer immediately, in a courteous and friendly manner.

* Handle telephone transactions quickly, and courteously.

* Notify customers ASAP of any changes, delays, or additional work needed.

* Upsell additional services that would benefit the customer and their overall riding experience.

* Handle customer complaints reasonably, showing empathy and a positive attitude.

* Give special attention to repeat repairs to ensure the situation is corrected.

* Ensure customer' vehicle is cleaner than when it was dropped off.

* Perform other related duties as assigned or requested.

Supervisory Responsibilities

* None

Qualifications &

Job Requirements

* Outgoing, friendly personality and superior communication and customer service skills.

* Knowledge and experience with servicing of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.

* Experience with Point-of-Sale and parts & service management computer software or the ability to quickly learn.

* Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.

* Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.

* Maintain a positive attitude and relationship with all other employees.

* Capable of pushing and loading motorcycles.

* High school diploma or equivalent.

* Valid driver's license and motorcycle endorsement.

* Passion for the motorcycling lifestyle and riding community.

* Attention to detail.

* High energy level needed.

* Ability to work a flexible schedule including weekends, Holidays, and evenings.

* Proficient in meeting deadlines on a timely manner.

Physical Demands

* Requires the use of both hands.

* Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.

* Requires the ability to balance and push an 800+lb motorcycle.

Working Conditions

* The noise level in the work environment is usually loud.

* Potential exposure to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.

* Occasionally exposed to exhaust fumes or other airborne particles.

* Frequently works near moving mechanical parts.