Greets service customers, intakes vehicles, writes and processes repair orders, schedules and manages service appointments. Maintains communication throughout repair process with customer and dispatcher. Explain, in detail, completed repairs to customer. Answer all service related questions.
Key Result Areas
• Service Department Operations
• Customer Service/Satisfaction
• Attendance & Professional Attitude
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.
• Accurately and clearly describe all customer concerns, descriptions, and notes on the repair order.
• Estimate costs and completion times at write up. Clearly communicate them to customer.
• Review work-in-progress and update customer frequently.
• Work together with other Service Advisors and Management to exceed all customer expectations.
• Determine/Verify items needed and correct part numbers, check availability and input them on repair orders.
• Ensure all repair orders are easily understandable to Technicians and Dispatcher, to promote Service Department efficiency.
• Perform cashier functions, as needed.
• Follow procedures for quick and efficient handling of warranty items, including collection and tagging of warranty parts through filling out warranty paperwork.
• Become familiar and efficient with all phases of the computer system required for service and parts management
• Accurately flag labor time on all repair orders as soon as work is completed.
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 informatively, 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 any commitments that are not realistic or potentially will not be met. Set customers’ expectations to a level where they will be met or exceeded.
• Give each customer your undivided attention during the repair order write up process.
3. Attendance & Attitude
• Be on time in your assigned work area and available to work your entire scheduled shift.
• Avoid all unnecessary personal interruptions or socializing.
• Promote productivity by limiting unnecessary interruptions of Technicians.
• Keep a positive attitude towards your job, customers and other employees at all times.
3. Other Duties
• As Assigned by the Service Management.
• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all interactions with customers and employees.
• Strive to improve team moral by proposing positive solutions, and having a “be a part of the solution, not the problem” attitude.
• 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
• High School diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Must have a valid California Motorcycle Endorsement on Vehicle License.
• Superior communication and customer service skills.
• Ability to multi-task.
• Basic 10-key and data entry.
• Demonstrate attention to detail.
• Desire to exceed customer expectations.
• Knowledge and experience with servicing 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 and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.
Physical Demands & Safety Protocols
All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.
• The noise level in the work environment is usually loud.
• Must interact with customers, converse with customers more than 65% of their shift.
• Must have the ability to walk and stand up to 65% of their shift.
• Must have the ability to stoop, kneel or crouch up to 65% of their shift.
• Must have the ability to work with their hands up to 65% of their shift, including pushing, pulling, reaching, handling and feeling.
• Must have the ability to climb up to 33% of their shift.
• Must have the ability to lift up to 100lb. of merchandise.
• Occasionally requires the ability to balance, push, and ride an 1215lb. motorcycle.
• Employees must have the ability to adjust focus, have clear close and distance vision, the ability to distinguish colors and depth perception.
• Frequently works near moving mechanical parts.
• Exposed to loud noises (i.e. metal can manufacturing department, large earth moving equipment.
• Employees could be exposed to fumes, airborne particles, toxic or caustic chemicals up to 65% of their shift.
• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
About Laidlaw's H-D Sales, Inc
Since 1958, Laidlaw's Harley-Davidson's goal has been to make the sport of motorcycling the best investment you can make of your free time. We are committed to providing superior products and service while striving to build quality relationships with our customers.
History of Laidlaw's Harley-Davidson
Laidlaw's Harley-Davidson Sales, Inc. had humble beginnings. Just back from serving in the military, Bob and his young wife purchased the shop from previous owner Johnny Gregurich. Shortly thereafter in 1958, the name was changed to reflect Laidlaw's Harley-Davidson.
Hard work, dedication, attention to detail and a focus on customer satisfaction helped Bob on the inevitable climb to success, and the success of the dealership. The word soon spread that in a small town in the San Gabriel Valley, a person could purchase a motorcycle for a reasonable price, have it worked on by a qualified mechanic, and be treated with common courtesy and consideration in a family run store.
After 44 years in Rosemead, California, Laidlaw's Harley-Davidson is now located in Baldwin Park. The 45,000+ square foot, state-of-the-art building is located at 1919 Puente Avenue in Baldwin Park. The building has 500 feet of store frontage which runs within feet of eastbound Interstate 10 between the Francisquito and Puente Avenue off-ramps. The original store would literally fit inside the service area of the new store. The 70-foot monument sign is difficult to miss. It advertises not only the dealership name, but also that we are a Harley-Davidson Authorized Rental Center.
These days Bob is semi-retired but both his sons, Jerry and Brent, are diligent at keeping up the same standards associated with the Laidlaw family name. Attention to detail and focus on customer satisfaction is still the number one priority.