HD Service Writer

Competitive hourly pay + monthly commissions

Summary Description

Intakes customer motorcycle, ascertain customer service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Results Areas

• Assist Service Manager in maintaining a smooth-running, efficient service department with a high degree of customer satisfaction
• Sell other services by pointing out service specials or additional work needed
• Provide superior customer service to both internal and external customers

Service Department Operations

• Ascertain customer's service needs/requests and clearly describe them on the repair order
• Estimate costs, completion times at point of sale and clearly communicate them to customer
• Assign jobs to technicians based on skill level and current resources utilization
• Review work-in-progress to ensure quality and timeliness
• Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used before job starts
• Perform cashier functions, as needed
• Make estimates for internal and wreck repairs
• Open & close all customer paid, and internal repair orders
• Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items
• Become familiar and efficient with all phases of the computer system required for service & parts management

Customer Service

• 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
• All 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

• Outgoing, friendly personality and superior communication & customer service skills
• Knowledge and experience with service 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 and 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 50 lbs. of material
• Occasionally requires the ability to balance and push a 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 other airborne particles

Job Type: Full-time

Pay: From $33,280.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person