Job Title:…………………….. Service Advisor

Department:………………… Service Department

Supervisor:…………………. Service Manager

Experience:…………………. Minimum of 2 years as a Service Advisor

Location:…………………..13850 N. Cave Creek Road, Phoenix, Arizona 85022                www.buddystubbshd.com

Pay Class / Full Time:….. Salary + Commission


Summary Description
Assists Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.  Accepts customer vehicles, recognizes problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Results Areas:
·        Service Department Operations
·        Customer Service

Major Duties and Responsibilities:
Service Department Operations
·        Recognize problems accurately, and clearly describe them on the repair order.

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

·        Assign jobs to technicians based on skill level and current resource utilization.

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

·        Occasionally assist technicians when they are having difficulty performing service work.

·        Assist in the preparation of parts orders.

·        Make estimates for internal and wreck repairs.

·        Open & close all customer paid, warranty, and internal repair orders.

·        Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items.

·        Become familiar and efficient with all phases of the computer system required for service & parts management.

·        Ask for clarification if there are any questions which need to be answered.

·        Notify a manager in house of serious situations in the absence of the service manager.

Customer Service
·        Provide superior customer service to both internal and external customers.

·        Greet customers immediately, in a courteous and friendly manner.

·        Handle telephone transactions quickly, and courteously.

·        or additional work needed.  Avoid setting high customer expectation levels in situations where expectations are not likely to be met.

·        Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.

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

·        Obtain authorization from customers before performing any repairs, obtain signature when possible.

·        Explain repair orders to customer upon delivery of vehicles and answer all questions.

·        Follow up with customer on status of completed repairs.

·        Ensure motorcycles are returned to the customer in the same or better condition in which they were received.


Other Duties – As Assigned
·        Up-sell performance work whenever possible.


Supervisory Responsibilities:
·        Suggest to service manager additional work that may be needed on motorcycles.

·        Ensure the customer’s motorcycle is a clean or cleaner than when dropped off.

·        Ensure cleanliness of work area.

·        If delays are expected in the completion of a customer’s motorcycle, notify the service manager to allow rescheduling of any customer affected by the delay.

·        Make certain work assignments are correct and complete.


Certificates, Licenses, Registrations:
·        Technical School (Motorcycle related).

·        Current Motorcycle license.

·        Completed PHD’s (Professional Harley-Davidson)

·        PACE (Parts Accessories Clothing Expert)

·        Must be able to successfully pass a drug screen


Physical Demands:
·        The noise level in the work environment is usually loud.

·        Occasionally required to bend, stoop, crouch, reach, and handle tools.

·        Occasionally requires the ability to lift 40 pounds of material.

·        Occasionally requires the ability to balance and push an 800+ lb. motorcycle.


Working Conditions:
·        Frequently works near moving mechanical parts.

·        Is potentially exposed 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 airborne other particles.

About Buddy Stubbs Arizona Harley-Davidson

Mission Statement
At Arizona Harley-Davidson customer service and satisfaction are our first priority. The Buddy Stubbs team provides customers with only the highest quality products at reasonable prices. We are committed to promoting the sport of motorcycling while increasing the awareness of Harley-Davidson® products and services.

Following an extensive racing career, which included winning the Daytona 100 mile race in 1963, Buddy Stubbs started Arizona Harley-Davidson. On July 16, 1966, Buddy Stubbs Arizona Harley-Davidson became the Valley's only Harley-Davidson franchise.

In the past 48 years, the population in the Phoenix metro area has exploded to over 4 million people. Although five other dealerships dot the landscape, Buddy Stubbs remains the only Harley-Davidson dealer within the City of Phoenix. Our store, originally located on McDowell Road, moved to 13401 N Cave Creek Road in 1985 to better serve our customers. In March of 2005 we relocated into our current 47,000+ sq ft dealership at 13850 N Cave Creek Road (1.5 miles north of Cactus on the West side of Cave Creek Road).

Buddy Stubbs continues to own and operate the business with the help of his two sons, Frank and Jack. Buddy Stubbs and team realize customer satisfaction is top priority when running a successful business.