Overview
Receive customer vehicles, diagnose problems and service needs, schedule work, work with Service Manager & Service Technicians, and communicate job status to customer.
Key Results Areas:
- Assist service department manager in maintaining a smooth running, efficient service department with a high degree of customer satisfaction.
- Sell other services by pointing out service specials or additional work needed.
- Provide superior customer service to both internal and external customers.
Major Duties and Responsibilities:
- Diagnose problems accurately, and clearly describe them on the repair order.
- Estimate costs and completion times at point of sale.
- Assist service manager (when requested) to assign jobs to Service Technicians based on skill level and current resource utilization.
- Review work in progress to ensure quality and timeliness.
- Occasionally assist Service Technicians, when requested, to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used before job starts.
- Perform cashier functions, as needed, by processing payments to close out work orders, parts purchase, or other services rendered
- Open and close all customer paid, warranty, and internal repair orders.
- Clearly communicate status updates, changes, or other necessary information to customer on an on-going basis.
- Follow procedures for quick and efficient handling of warranty items.
- Become familiar and efficient with all phases of the computer system required for service and parts management.
- Initiate and maintain all related paperwork and computer.
- Maintain accurate customer logs and service records.
- Sell additional services by pointing out service specials or additional work needed.
- Greet internal and external customers immediately, in a courteous and friendly manner.
- Handle telephone transactions.
- Maintain up-to-date education qualification (PHD and others) by completing all training programs.
- Model superior customer service behavior for all interactions with customers and employees.
- Treat all employees and customers fairly, courteously, and with respect.
Qualifications and Job Requirements:
- Must have a valid Motorcycle license or motorcycle endorsement on driver license and acceptable riding skills
- Outgoing, friendly personality
- Superior communication abilities
- Exceptional customer service skills
- Knowledge and experience with 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 learn during training period
- Must possess a positive attitude and show enthusiasm for the products we sell
- Ability to communicate well orally and in writing with customers, vendors, and other contacts
- Great time management skills
- Must be able to work in an environment with loud and varying noise levels
- Be prompt and available for flexible scheduling
- Be honest and fair in all business dealings
- Previous experience as a Service Advisor in motorcycle, automotive, or similar industry preferred
Working Conditions:
- Must be able to work on your feet up to 8 hours per day.
- May be 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 other airborne particles.
