Service Writer

MULHOLLAND HARLEY DAVIDSON - Under New Ownership!

Summary Description

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

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 the point of sale and communicate them to the 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 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 that 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

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 qualifications (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 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 required.

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 50 pounds of material.

·      Occasionally requires the ability to balance and push an 800lb 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.