Parts & Labor Specialist

Job Title: Parts and Labor Specialist (PAL)

Department: Fixed Operations (Parts & Service)

Supervisor: Fixed Operations Manager

Summary Description

• Setup and maintain an appealing retail environment, assist all customers with their shopping and purchase of merchandise, intake customer vehicles, diagnose problems and service needs and communicate job status to customers.

Key Result Areas

• Fixed Department Operations
• Customer Service
• Process Management

Major Duties and Responsibilities

• Maintain cleanliness of Parts and Accessories showroom and keep inventory neatly stacked and orderly.
• Provide excellence customer service to all of the dealership’s customers.
• Assist Head Parts and Labor Specialist (HPAL) with attaining retail sales and profitability plans in the Fixed Operations Department.
• Greet customers immediately, in a courteous and friendly manner.
• Develop and share knowledge of all Parts and Accessories merchandise, parts history, and motorcycle service.
• Must possess the ability to work with several customers at one time while maintaining individual customer satisfaction.
• Handle telephone transactions quickly, and courteously.
• Point out any sales, specials, new merchandise and offer additional product that may compliment the customer purchase.
• Assist FOM and HPAL in maintaining a smooth running efficient fixed ops department with a high degree of customer satisfaction.
• Clearly outline and describe problems and issues on all repair orders.
• 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.
• Perform cashier functions accurately and closing procedures
• Make estimates for customer and wreck repairs.
• Open & close all customer paid and warranty repair orders.
• Become familiar and efficient with all phases of the computer system required for service and parts management

Customer Service

• Assist customers with determination of Parts and Accessories requirements and research merchandise in catalogues.
• Accept cash & credit card payments for merchandise purchases. Keep cash register accurate.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to excellent customer service.

Other Duties

• As assigned

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all service personnel, maintaining positive relationships with customers, employees, GM and owner(s)
• Be prompt and available for flexible scheduling.
• Be honest and fair in all business dealings.
• Demonstrate an interest in growing the service business.
• Focus on quality.

Qualifications & Job Requirements

• Must have ability to get along with a broad customer base.
• 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 & computerized inventory systems or the ability to quickly learn.
• Knowledge of motorcycle front end, suspension, and engine components and the commitment to continually develop knowledge.
• Ability to look up parts and quote prices for parts using proper catalogue for particular motorcycle.

Physical Demands

• The noise level in the work environment is usually loud.
• Occasionally required to bend, stoop, crouch, reach, and handle tools.
• Occasionally required to bend, stoop, crouch, reach and lift up to 30 lb. of material.
• Occasionally requires the ability to balance and push a 600-900 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 $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Supplemental Pay:

• Commission pay
• Signing bonus

COVID-19 considerations:
Harley-Davidson of Indianapolis is following CDC guidelines for COVID-19. Last update effective January 9, 2022

Experience:

• Customer service: 1 year (Preferred)
• Parts or Service: 1 year (Preferred)

License/Certification:

• Driver's License (Required)
• Motorcycle License (Preferred)

Work Location: One location