Service Writer

Overview

Job Title:                     Service Writer

Department:              Service

Reports to:                 Service Manager

FLSA Status:                Full-Time/Salary/Exempt/Safety Sensitive

 

Summary Description:

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

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 endorsement

Major Duties and Responsibilities:

• Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
• Sell other parts and services by pointing out service specials or additional work needed.
• Provide superior customer service to both internal and external customers.
• Relay 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 used.
• Perform cashier functions, as needed.
• Make estimates for internal and wreck repairs.
• Forward all customer paid, warranty, and internal repair orders.
• Assist Chrome consultant with parts requirements and fitment when needed.
• Follow up with every customer having work in progress and completed.
• Use the Menu system to sell parts and services to all customers.
• Follow up and pull warranty return calls for warranty administrator.
• Make sure the counter is covered by yourself, another writer, or manager at all times.
• Close out all internal tickets before going home each day.
• Complete all paperwork required of service writers each day.
• Maintain accurate and productive scheduling system.
• Treat both import and H-D customers with the highest level of respect and dignity.
• Make sure sales department is treated as one of services best customers.
• Ensure wash bay to-be-done board is strictly adhered to throughout each day.
• Manage wash bay staff through the job duty boards posted on wash bay walls.
• Always under promise and over deliver with work and price.
• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• 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.
• 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 cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.
• 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.

Physical Demands:

• Occasionally required to bend, stoop, crouch, reach, and lift up to 50 lbs.
• Frequently works on a computer in a typical office environment.

 

Working Conditions:

• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• The noise level in the work environment is occasionally loud.
• Occasionally, exposed to exhaust fumes or other airborne particles.
• May be required to work odd, unusual or extended hours.

 

 

We are an Equal Opportunity Employer (Gender/Minority/Veterans/Disabled) and participate with the E-Verify Employment Eligibility program