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. Monday-Saturday.

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: $35,000.00 - $45,000.00 per year

Benefits:

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

Day range:

• Every weekend
• Monday to Friday

Shift:

• Day shift

Experience:

• Service Writer: 2 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person