Service Writer

  • Phantom Harley-Davidson
  • Sep 19, 2023
Full time Service Writer

Job Description


Phantom Harley-Davidson is searching for an experienced Service Writer for its growing operationsIf you are looking to join a growing group with competitive pay then apply today!

Successful candidate is required to have the ability to coordinate the flow of motorcycles requiring service while maintaining 100% customer satisfaction. This process involves intake of customer vehicles, identification of customer concerns and service needs, scheduling work appropriately and assigning jobs to Service Technicians, completing all necessary paperwork, and presenting the vehicle back to the customer. Required to possess great communication skills, strong computer skills and the ability to work in a fast-paced environment. Experience in service writing is desired. Technical knowledge of H-D motorcycles is favorable. Weekend availability is required. 


Major Duties and Responsibilities:

  • Diagnose problems and service needs
  • Schedule work
  • Communicate job status to customer
  • Assist department 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
  • Diagnose problems accurately, and clearly describe them on the repair order
  • Estimate costs and completion times at point of sale
  • Exceptional communication skills
  • Keyboard/typing abilities at an accurate level
  • Assign jobs to Service Technicians based on skill level and current resource 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.
  • Process payments for service work performed
  • Make estimates for internal and wreck repairs.
  • Open and close all customer paid, warranty, and internal repair orders.
  • Follow procedures for quick and 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 and parts management.
  • Receive payments for products and services rendered.
  • Initiate and maintain all related paperwork.
  • Maintain customer logs and service records.
  • Maintain accurate warranty records.  Ensure prompt receipt of warranty money due.
  • Notify customers ASAP of any changes, delays or additional work needed. 
  • Sell additional services by pointing out service specials or additional work needed.
  • Greet internal and external customers
  • Handle telephone transactions


Qualifications and Requirements:

  • Previous experience working as a Service Advisor, in any industry, is required.
  • Complete all training programs assigned by the Service Manager.
  • 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
  • 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 license with motorcycle endorsement and good driving record.
  • Must possess a positive attitude and show enthusiasm for the products we sell.
  • Ability to communicate well orally and in writing with customers, vendors, and other contacts.
  • Effective time management skills are crucial

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 40 lb. 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.