Overview

Summary Description
Intakes customer vehicles, diagnoses problems and service needs, schedules work, assigns jobs
to service technicians and communicates job status to customer.
Key Result Areas
● Service Department Operations
● Customer Service
Major Duties and Responsibilities
1) Service Department Operations
● Assist Service department manager in maintaining a smooth running efficient service
department with a high degree of customer satisfaction.
● Diagnose 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.
● Determine correct part numbers on repair orders and assist the parts department with
picking and posting of parts before job starts.
● Perform cashier functions, as needed.
● Make estimates for internal and wreck repairs.
● Open & close all customer paid, warranty, and internal repair orders.
● Follow procedures for quick and efficient handling of warranty items, including and proper
storage of these items.
● Become familiar and efficient with all phases of the computer system required for service
and parts management
2) 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.

Black Wolf Harley Davidson

Job Description
Service Consultant

● Promptly notify customers of any changes, delays, or additional work needed.
● Sell additional services by pointing out service specials or additional work needed.
● 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.
● Avoid making commitments which can not (or likely will not) be met. Set customers’
expectations to a level where they will likely be met.
3) Other Duties
● As assigned
Supervisory Responsibilities
● No Supervisory Responsibilities
Commitments
● Treat all employees and customers fairly, courteously, and with dignity.
● Model superior customer service behavior for all interactions with customers and employees.
● Be prompt and available for flexible scheduling.
● Maintain up to date technical qualification (PHD and others) by completing all training
programs assigned by the Service Manager.
Qualifications & Job Requirements
● Superior communication and customer service skills.
● Ability to get along with a broad customer base.
● Knowledge and experience with servicing Harley-Davidson/Buell motorcycles, and other
products sold by the dealership, or the demonstrated ability to quickly learn them.
● Experience with point-of-sale and Parts and Service management computer software or the
ability to quickly learn due to general knowledge and experience with computers.
● Current, valid motorcycle license.
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 45 pounds of material.
● Occasionally requires the ability to balance and push a(n) 1000 motorcycle.
● Frequently climbs stairs.

Black Wolf Harley Davidson

Job Description
Service Consultant

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 Cole Family of Harley-Davidson Dealerships

Cole Family of Harley-Davidson Dealerships

Cole Harley-Davidson
Black Bear Harley-Davidson
Black Wolf Harley-Davidson
Black Sheep Harley-Davidson
Black Jack Harley-Davidson
Harley-Davidson of West Virginia