Service Advisor - Stonewall Harley Davidson

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:

• 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.