Service Advisor

Job Title:.......................... Service Advisor

Department:..................... Service Department

Supervisor:...................... Service Manager

Experience:...................... Minimum of 2 years as a Service Advisor

Location:…………………..13850 N. Cave Creek Road, Phoenix, Arizona 85022                www.buddystubbshd.com

Pay Class / Full Time:..... Salary + Commission

Summary Description

Assists Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.  Accepts customer vehicles, recognizes problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Results Areas:

·        Service Department Operations

·        Customer Service

Major Duties and Responsibilities:

Service Department Operations

·        Recognize problems accurately, and clearly describe them on the repair order.

·        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.

·        Occasionally assist technicians when they are having difficulty performing service work.

·        Assist in the preparation of parts orders.

·        Make estimates for internal and wreck repairs.

·        Open & close all customer paid, warranty, 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.

·        Ask for clarification if there are any questions which need to be answered.

·        Notify a manager in house of serious situations in the absence of the service manager.

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.

·        or additional work needed.  Avoid setting high customer expectation levels in situations where expectations are not likely to be met.

·        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.

·        Obtain authorization from customers before performing any repairs, obtain signature when possible.

·        Explain repair orders to customer upon delivery of vehicles and answer all questions.

·        Follow up with customer on status of completed repairs.

·        Ensure motorcycles are returned to the customer in the same or better condition in which they were received.

Other Duties - As Assigned 

·        Up-sell performance work whenever possible.

Supervisory Responsibilities:

·        Suggest to service manager additional work that may be needed on motorcycles.

·        Ensure the customer’s motorcycle is a clean or cleaner than when dropped off.

·        Ensure cleanliness of work area.

·        If delays are expected in the completion of a customer’s motorcycle, notify the service manager to allow rescheduling of any customer affected by the delay.

·        Make certain work assignments are correct and complete.

Certificates, Licenses, Registrations:

·        Technical School (Motorcycle related).

·        Current Motorcycle license.

·        Completed PHD’s (Professional Harley-Davidson)

·        PACE (Parts Accessories Clothing Expert)

·        Must be able to successfully pass a drug screen

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 pounds of material.

·        Occasionally requires the ability to balance and push an 800+ 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 airborne other particles.