What are the responsibilities and job description for the Service Writer position at Natchez Trace Harley-Davidson?
Throughout the world, Harley-Davidson unites people deeply, passionately and authentically. And in this unity there is a rich and unending variety of personal experiences. Join our team and share the love of riding!
Natchez Trace Harley-Davidson was established in 2012 and is locally operated. We are your hometown Harley-Davidson dealership.
Top reasons to work with us!
- The best People, the best Culture, the best Brand
- High energy, team oriented, enjoyable atmosphere. Every day is different. Every customer is different.
- We have received the 2015 Harley-Davidson Bronze Bar and Shield Circle of Excellence.
- Harley-Davidson, need we say more?
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.
Job Type: Full-time
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Work Days:
- Weekends as needed
Experience:
- Service writing: 1 year (Required)
License/Certification:
- Motorcycle License (Required)
Work Location: In person
