Service Advisor/Writer

$35,000 - $60,000 yearly
  • Apple State Harley-Davidson
  • Yakima, WA, USA
  • Sep 19, 2023
Full time Service Writer

Job Description

Apple State Power Sports

1707 N 1st St, Yakima WA 98901


Job Data 

Job Title- Service Advisor/Writer

Department- Service Department

Supervisor- Service Manager


Summary Description

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

Key Result Areas

  •  Service Department Operations

  •  Customer Service

Major Duties and Responsibilities

  1. Service Department Operations

  • Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.

  • Diagnose problems accurately, and clearly describe them on the repair order.

  •  Estimate costs and completion times at point of sale. Clearly communicate them to customers.

  • 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 before job starts.

  • Perform cashier functions, as needed.

  • Make estimates for internal and wreck repairs.

  • Open & close all customer paid, warranty, and internal repair orders.

  • Follow procedures for quick and efficient handling of warranty items, including and proper storage of these items.

  • Become familiar and efficient with all phases of the computer system required for service and parts management


  1. Customer Service

  • Provide superior customer service to both internal and external customers

  • Greet customers immediately, in a courteous and friendly manner. 

  • Handle telephone transactions quickly, and courteously. 

  • Promptly notify customers of any changes, delays, or additional work needed.

  • 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 can not (or likely will not) be met. Set customers’ expectations to a level where they will likely be met. 

  1. Other Duties

  • As assigned

Supervisory Responsibilities

  • No Supervisory Responsibilities 


  • 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 

  • Superior communication and customer service skills.

  •  Ability to get along with a broad customer base.

  • Knowledge and experience with servicing Harley-Davidson/Buell motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.

  • Experience with point-of-sale and Parts and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.

  • Current, valid 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 pounds of material.

  • Occasionally requires the ability to balance and push a(n) 900 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.


  • Health Insurance 

  • Simple IRA with employer match at 3%

  • Paid Holidays


  • Employee discount

  • Signing Bonus

  • Performance bonuses and spiffs


  • Pay is 35k-60k annually

  • Hourly