Service Advisor/Writer - Summit Harley-Davidson

Job Title:          Service Writer/Advisor

Department:     Service

Supervisor:       Service Manager

Summary Description

Intake of customer vehicles, diagnose problems and service needs; sell service and/or parts and communicate job status to customer.

Duties & Responsibilities

• Ensure that repair orders are complete, legible and clearly described on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Review work-in-progress to ensure quality and timeliness.
• Assist technician to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used.
• Make estimates for internal and wreck repairs with the assistance of the Service Manager.
• Forward all customer paid, warranty, and internal repair orders.
• Greet customer immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Notify customers ASAP of any changes, delays, or additional work needed.
• Upsell additional services that would benefit the customer and their overall riding experience.
• Handle customer complaints reasonably, showing empathy and a positive attitude.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Ensure customer’ vehicle is cleaner than when it was dropped off.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• None

Qualifications & Job Requirements

• Outgoing, friendly personality and superior communication and 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.
• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
• Maintain a positive attitude and relationship with all other employees.
• Capable of pushing and loading motorcycles.
• High school diploma or equivalent.
• Valid driver’s license and motorcycle endorsement.
• Passion for the motorcycling lifestyle and riding community.
• Attention to detail. 
• High energy level needed.
• Ability to work a flexible schedule including weekends, Holidays, and evenings.
• Proficient in meeting deadlines on a timely manner.

Physical Demands

• Requires the use of both hands.
• Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
• Requires the ability to balance and push an 800+lb motorcycle.

Working Conditions

• The noise level in the work environment is usually loud.
• Potential exposure 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.
• Frequently works near moving mechanical parts.

In addition to the outlined essential job functions, the employee is required to complete all additional tasks assigned by his/her supervisor, as the supervisor sees fit for the position.