Service Writer

Description

Job Title 

Service Writer

Department 

Service 

Supervisor 

Jeremy Hill 

Summary Description

This position Intakes customer vehicles, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Result Areas

• Service Department Operations
• Customer Service

Major Duties and Responsibilities

• 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
• 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
• Sell additional services by pointing out service specials or additional work needed

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

Benefits

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

Shift

• Day shift

Requirements

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.

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 ____ pounds of material.
• Occasionally requires the ability to balance and push a(n) ____ 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.