Repair, customize, maintain, or overhaul both customer and dealer owned motor vehicles as close to the allotted time schedules as possible with excellent quality.
Key Result Areas
• Efficiency & Time Tracking
• Work Quality & Customer Satisfaction
• Attendance & Professional Attitude
Major Duties and Responsibilities
1. Efficiency & Time Tracking
• Provide prompt, dependable, high quality, vehicle service to (internal & external) customers.
• Complete repair work within the scheduled or allotted time period whenever possible. Continually improve this “efficiency” skill.
• Maintain productivity (time spent working on billable jobs) as close to 100% as possible.
• Accept work assignments from Service Writer / Manager.
• Keep work area as clean as possible and assist others with maintaining shop cleanliness.
• Maintain technical (PHD and other) qualification by completing any necessary training programs assigned to you by the Service Manager.
• Determine/Verify items needed and correct part numbers.
2. Work Quality & Customer Satisfaction
• Request parts for the job as early as possible when needs become known.
• Perform service, repair, and customization work in accordance to factory specifications.
• Assist Service Writer/Dispatcher, when requested with communication with customers, test riding, or any other issue which will help ensure customer satisfaction.
• Notify Service Writer/Dispatcher of additional work needed or any delay in expected completion as soon as they become known so that the customer may be contacted and notified of the delay.
• After job is finished ensure proper completion of paperwork (i.e. tech notes on RO).
• Minimize come-backs and deal with them promptly and satisfactorily when they do occur.
• Take all necessary precautions to ensure that all vehicles on the premise are secure and safe from damage and that all potential issues or hazards are brought to the immediate attention of the Service Management.
3. Attendance & Attitude
• Be on time in your assigned work area and available to work your entire scheduled shift.
• Avoid all unnecessary interruptions or socializing. Visiting should be limited to your (2) ten minute breaks and 1 hour lunch period.
• Keep a positive attitude towards your job, customers and other employees at all times.
4. Other Duties
• As Assigned.
• 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.
• Focus on quality.
• Strive to improve team morale by proposing positive solutions, and having a “Be part of the solution, not the problem” attitude.
• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Must have a valid California Motorcycle Endorsement on Vehicle License.
• Basic 10-key and data entry.
• Completion of a factory authorized training program such as MMI Service School or equivalent work experience
• Current Motorcycle license that is insurable by our insurance carrier.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Service Technicians need both basic and special tools to properly diagnose and service our products. All Service Technicians are required to own a set of tools. See list of minimum tools required on page three.
• Safe use of power shop tools (i.e. grinders, sanders, presses, drills, lathes, and mills)
Physical Demands & Safety Protocol
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 and converse with others up to 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 more than 65% of their shift.
• Must have the ability to work with their hands more than 65% of their shift, including pushing, pulling, reaching, handling and feeling.
• Must have the ability to climb up to 65% of their shift.
• Must have the ability to lift up to 100lb. of merchandise.
• Frequently requires the ability to balance and push & 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 moderate weather conditions up to and including wet or humid conditions up to 33% of their shift.
• 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.