Overview
Do you want to know what it feels like to be on the #1 Harley-Davidson team in the area?
If so, then Empire Harley-Davidson in New Rochelle NY is the place for you! Empire is the fastest growing motorcycle dealership in the Tri-State area.
We are looking for service writers to guide our riders through the Harley-Davidson service experience.
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
o Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
o Diagnose problems accurately, and clearly describe them on the repair order.
o Estimate costs and completion times at point of sale. Clearly communicate them to customer.
o Assign jobs to technicians based on skill level and current resource utilization.
o Review work-in-progress to ensure quality and timeliness.
o Occasionally assist technicians when they are having difficulty performing service work.
o Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used before job starts.
o Perform cashier functions, as needed.
o Make estimates for internal and wreck repairs.
o Open & close all customer paid, warranty, and internal repair orders.
o Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items.
o Become familiar and efficient with all phases of the computer system required for service & parts management.
2. Customer Service
o Provide superior customer service to both internal and external customers.
o Greet customers immediately, in a courteous and friendly manner.
o Handle telephone transactions quickly, and courteously.
o Notify customers ASAP of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
o Sell additional services by pointing out service specials or additional work needed.
o Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to "Make Things Right".
o Give special attention to repeat repairs to ensure the situation is corrected.
o 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
o 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:
• Outgoing, friendly personality and superior communication & customer service skills.
• Knowledge and experience with servicing of 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 & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.
• Current Motorcycle license.
Physical Demands:
• The noise level in the work environment is usually loud.
• Occasionally required to bend, stoop, crouch, reach, and handle tools.
• Occasionally requires the ability to lift 40 pounds of material.
• Occasionally requires the ability to balance and push an 600+ lb. motorcycle.
Working Conditions:
• Frequently works near moving mechanical parts.
• Is potentially 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 airborne other particles.
We are a family owned company with decades of experience in the motorcycle industry. We provide a great working atmosphere with plenty of coaching and training to succeed and thrive!
