Job Summary
Intakes customer vehicles, gain understanding of customer's needs and concerns, schedules work, assigns jobs to Service Technicians and communicates job status to customer.
General Expectations
- Devote himself/herself to insuring satisfaction to customers.
- Attend company meetings as required.
- Maintain a follow-up system that encourages follow through with assigned projects.
- Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
- Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
- Understand the terminology of the business and keep abreast of technology changes in products and services.
- Know and understand the federal, state and local requirements which govern the company's business.
- Follow lawful directions from supervisors.
- Understand and follow work rules and procedures.
- Interact well with others and be a positive influence on employee morale.
- Uphold the company's non-disclosure and confidentiality policies and agreements.
- Work evening, weekend and holiday work hours as required.
Job-Specific Expectations
- Determine costs and completion date. Communicate expected repair time to customer and cost prior to starting repairs/work.
- Analyze progress to maximize efficiency and maintain high quality of repairs.
- Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
- Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
- Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
- Be available to aid technicians as appropriate if they have having trouble completing service work.
- Produce accurate estimates for wreck and internal repairs.
- Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
- Start and finalize repair orders for warranty, customer paid, and internal repair.
- Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
- Be polite and friendly and greet customers promptly.
- Conduct telephone transactions courteously, and quickly.
- Provide excellent customer service for all customers whether external and internal.
- Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
- Notify customers promptly regarding any delays, changes, or additional work that is required.
- When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
- Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.
- Maintain up to date technical qualifications (PHD and others) by completing all training programs as assigned by the Service Manager.
Qualifications & Job Requirements
- Excellent communication and customer service skills.
- Be an outgoing, energetic people person.
- Professional personal appearance.
- Ability to get along with broad customer base.
- Knowledge and experience with servicing 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 and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.
- Must possess valid driver's license with motorcycle endorsement.
Physical Requirements
- 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 life 40 lbs. of material.
- Must be able to operate office equipment including telephone, copier, fax machine, calculator, etc.
- Must have the ability to routinely balance and push motor vehicles up to 950 lbs.
Working Conditions
- Must be able to work indoors in air-conditioned areas as well as outside in the weather and elements.
- Potential exposure to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in motor vehicle service department.
- Occasionally exposed to exhaust fumes or other airborne particles.