Service Writer

Harley-Davidson

Service Writer

Summary Description

Intakes customer vehicles, documents customer concerns and needs, up sales, schedules work, assigns jobs to service technicians and communicates job status to customer.

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.
• Clearly describe customer concerns on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer and get customer’s approval (in writing if customer is present)
• 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

Qualifications & Job Requirements

• Must posses excellent communication, follow up, and time management skills
• Knowledge and experience with servicing Harley-Davidson/Buell motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• A basic understanding of Microsoft Office, CRM, and scheduling

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Day range:

• Monday to Friday
• Weekend availability

Shift:

• Day shift

Work Location: One location