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

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 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 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.

2. 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.

3. Other Duties

• As assigned

Supervisory Responsibilities

• No Supervisory Responsibilities

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

• 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 70 pounds of material.
• Occasionally requires the ability to balance and push a 950 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.