Service Advisor / Writer

Overview

St Charles Harley-Davidson, the largest Harley-Davidson dealership in the St Louis Metropolitan area is seeking a Service Advisor / Writer to join our winning team. 
Experienced service technicians, dealership employees looking to take the next step in their career should apply, as well as experienced Automotive Service Writers with motorcycle knowledge.  The ideal candidate must have a strong desire to succeed and be a team player.

Summary Description
 

Intakes customer vehicles, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

 
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. 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.
3)	Other Duties
	As assigned

 
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 (PHD and others) 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 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.