HD Service Writer

Competitive hourly pay monthly commissions

Summary Description

Intakes customer motorcycle, ascertain customer’s service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Results Areas

• Assist Service department manager in maintaining a smooth-running efficient service department with a high degree of customer satisfaction.
• Sell other services by pointing out service specials or additional work needed.
• Provide superior customer service to both internal and external customers.

Service Department Operations

• Ascertain customer’s service needs/requests and clearly describe them on the repair order.
• Estimate costs, completion times at point of sale and clearly communicate them to customer.
• Assign jobs to technicians based on skill level and current resources utilization.
• Review work-in-progress to ensure quality and timeliness.
• 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, 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

• 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 cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.
• All other duties as assigned.

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 service 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 and 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 50 lbs. 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 other airborne particles

Job Type: Full-time

Pay: From $33,280.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Day range:

• Every weekend
• Monday to Friday

Shift:

• 8 hour shift

Ability to commute/relocate:

• Tyler, TX 75701: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $33,280 - $-1