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.