Overview

I.                   Summary Description
Write up service repair orders, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.
 
 
II.    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.
·         Becomes 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.
·         Avoid making commitments which can not (or likely will not) be met. Set customer’s expectations to a level where they will likely be met.

IV.             Commitments
 
·         Treat all employees and customers fairly, courteously, and with dignity.
·         Be prompt and available for flexible scheduling.
·         Demonstrate professionalism in providing customer service
·         Maintain up to date technical qualification (PHD and others) by completing all training programs assigned by the Service Manager.
·         Attend store meeting, department meeting as scheduled
 
V.                Qualifications & Job Requirements
 
·         Superior communication and customer service skills.
·         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.
 
VI.             Physical Demands
·         The noise level in the work environment is usually loud.
·          Must have the ability to stand and walk the sales floor for most of the day.
·         Frequently required to bend, stoop, crouch, reach and lift 25-30lbs of material
·         Occasionally required the ability to balance and push an 500+ motorcycle          
VII.          Working Conditions
 
·         Frequently works near moving mechanical parts
·         Indoor and outdoor conditions
·         Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic material commonly found in a motor vehicle service department.
·         Occasionally, exposed to exhaust fumes or airborne other particles.