Job Summary

Intakes customer vehicles, gain understanding of customer's needs and concerns, schedules work, assigns jobs to Service Technicians and communicates job status to customer.

General Expectations

• Devote himself/herself to insuring satisfaction to customers.
• Attend company meetings as required.
• Maintain a follow-up system that encourages follow through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state and local requirements which govern the company’s business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company’s non-disclosure and confidentiality policies and agreements.
• Work evening, weekend and holiday work hours as required.

Job-Specific Expectations

• Determine costs and completion date. Communicate expected repair time to customer and cost prior to starting repairs/work.
• Analyze progress to maximize efficiency and maintain high quality of repairs.
• Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
• Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
• Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
• Be available to aid technicians as appropriate if they have having trouble completing service work.
• Produce accurate estimates for wreck and internal repairs.
• Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
• Start and finalize repair orders for warranty, customer paid, and internal repair.
• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
• Be polite and friendly and greet customers promptly.
• Conduct telephone transactions courteously, and quickly.
• Provide excellent customer service for all customers whether external and internal.
• Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
• Notify customers promptly regarding any delays, changes, or additional work that is required.
• When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
• Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.
• Maintain up to date technical qualifications (PHD and others) by completing all training programs as assigned by the Service Manager.

Qualifications & Job Requirements

• Excellent communication and customer service skills.
• Be an outgoing, energetic people person.
• Professional personal appearance.
• Ability to get along with broad customer base.
• Knowledge and experience with servicing 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 and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.
• Must possess valid driver's license with motorcycle endorsement.

Physical Requirements

• 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 life 40 lbs. of material.
• Must be able to operate office equipment including telephone, copier, fax machine, calculator, etc.
• Must have the ability to routinely balance and push motor vehicles up to 950 lbs.

Working Conditions

• Must be able to work indoors in air-conditioned areas as well as outside in the weather and elements.
• Potential exposure to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in motor vehicle service department.
• Occasionally exposed to exhaust fumes or other airborne particles.