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 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.

·     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.

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 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 BMW and KTM 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 75 pounds of material.

·        Occasionally requires the ability to balance and push a(n) 1000 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 Grand Junction Harley-Davidson, BMW & KTM

To do just one thing; Motorcycles - and to do it better than we did it yesterday. We will exceed our customers expectations, fulfill their dreams, and treat them as family!