Service Advisor

Summary Description

• Assists Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
• Sell other services by pointing service specials and additional work needed.  (Up sell)
• Provide superior customer service to both internal and external customers.
• Push ESP plans to customers qualified to obtain them.

Key responsibilities

• Maintain all shop work orders
• Keep current on computer billing
• Contact customers both for completed and uncompleted jobs—provide update, progress of work, costs – if additional work is involved call and inform the customer of the problem that was found and the additional cost to repair. (Customer’s approval must be obtained before the additional repairs are done.)
• Document all customer interactions.  (Date, time, how, comments, etc)
• Maintain mechanic notes
• Fill-in Service scheduling when Service manager is not available.
• Handle service phone calls.
• Maintain warranties input into the computer.
• See that all warranty parts are turned into warranty clerk.
• Coordinate the order in which the bikes are to be washed for delivery.
• Sees that the customer is called when bike is ready for pick-up.
• Up-sell items and jobs at point of entry or as work are being done (with customer’s approval).
• Stay current on all PHD’s, Tech Tips or other information sent by Harley.
• Coordinate waiters using the white-board in the customer service area.

Major Duties and Responsibilities:

Service Department Operations

• 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 in writing and verbally.
• 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 used before job starts.
• Perform cashier functions.
• Make estimates for internal and wreck repairs.
• Open & close all customer paid, warranty, and internal repair orders.
• Follow procedures for quick & efficient handling of warranty items, including tagging and turning over to warranty clerk with copy of work order.
• Become familiar and efficient with all phases of the Talon computer system required for service & parts management and warranty.
• Assists service manager with shop schedule.
• Oversee technicians

• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Notify customers ASAP of any changes, delays, or additional work needed.  Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
• Sell additional services by pointing out service specials or additional work needed.
• Handle customer complaints reasonably, showing empathy and positive attitude, and demonstrate our commitment to “Make Things Right”.
• Give special attention to repeat repairs to ensure the situations are corrected on the first return.
• Avoid making commitments, which cannot (or likely will not) be met.  Set customers’ expectation to a level where the will likely be met.

• 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.

• Five years progressive experience within the service department of a motor vehicle dealership.
• Knowledge and experience with servicing of 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 & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.
• Current, valid Motorcycle license.

• 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 40 lb. of material.
• Occasionally requires the ability to balance and push a 600+ lb. Motorcycle.

• 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 other airborne particles.

Development Opportunities

• Expand knowledge of motorcycles, parts and accessories.
• Better understanding /knowledge of TALON.
• Confidence for taking on the various issues with which he/she will be confronted without having to seek management approval.

Part Time Shipping & Receiving Assistant

• Make sure orders are filled correctly.
• Verify content of shipment against original order and invoice.
• Ensure same day processing of all orders.
• Electronically assign bin locations to newly received items.
• Review dealer’s categories.
• Process all merchandise/inventory for departments.
• Deliver or route inventory to respective departments.
• Sort and stage orders by department.
• Use only one door for accepting orders.
• Print pack list and exceptions report.
• Record shipment data such as weight, charges and damages.
• Use Receive-Link to check in by pack list or container.
• Prepare and maintain invoices and pack slips
• Decide shipping methods, using knowledge of shipping routes and rates
• Pack, seal, label and affix postage to prepare materials for shipping.
• Perform stock clerk duties such as stocking and marking shipping goods.
• Use computers and technical equipment to perform duties.
• Print labels
• Maintain and secure a dedicated receiving area.
• Handle and move inventory
• Communicate with supervisors, peers, subordinates, vendors and other dealers.

• Work Parts to Service as needed
• As assigned

• None

• Treat all employees and customers fairly, courteously and with dignity.
• Be prompt and available for flexible scheduling
• Accept direction, follow instructions and work well with other people.
• Maintain qualifications by reviewing both new and supplemental training programs as them arrive and mastering the skills and information contained within the programs (PACE training programs)

• Experience in shipping materials and supplies, accessing information on the computer, reviewing documents for accuracy and completeness.
• Willingness to be trained, greet individuals, answer phones.
• Demonstrate ability to get along with a broad customer base.
• Knowledge and experience with Harley-Davidson and Buell Motorcycles and other products sold by the dealership is a plus.
• Demonstrate ability to learn quickly and commit to become PACE certified within one year.

• Some knowledge of basic math skills such as addition, subtraction, multiplication and division.
• A strong aptitude towards attention to detail
• Computer skills a plus

• The noise level in the work environment is occasionally loud
• Occasionally required to bend, stoop, crouch, reach and lift 40 lb of material

• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle Service and Parts Department.
• Occasionally, exposed to exhaust fumes or other airborne particles.