Harley-Davidson Service Advisor

3 weeks ago

Dumfries, United States Ted Britt Auto Group Full time
Job DescriptionJob Description
Description:

We Offer:

  • Competitive Pay
  • Ongoing professional training
  • Excellent benefits package including
  • Medical
  • Dental
  • Vision
  • Life, Long Term Disability, Critical Illness, Accident Insurance
  • Legal Shield
  • 401(k) and profit-sharing plan with employer match
  • Paid Holiday, Sick and Vacation Time

Summary:

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

Essential Duties:

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 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.
  • Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used 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 & 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.

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.
  • Notify customers ASAP of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
  • 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.

Other Duties - As Assigned



Requirements:

Commitments:

  • 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:

  • Outgoing, friendly personality and superior communication & 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 them.
  • Experience with Point-of-Sale and Parts & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.
  • Current 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 40 pounds 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 airborne other particles.




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