Repair, customize, maintain, or overhaul both customer and dealer owned motor vehicles as close to the allotted time schedule as possible within dealership and factory quality and efficiency guidelines.

Key Results Areas:

• Provide prompt, dependable, high quality vehicle service to (internal and external) customers.
• Maintain a high degree of customer satisfaction.
• Maintain a clean and safe work environment at all times.
• Complete repair work within the scheduled or allotted time period whenever possible. Continually improve this “efficiency” skill.
• Minimize come-backs and deal with them promptly and satisfactorily when they do occur.
• Maintain productivity (time spent working on billable jobs) as close to 100% as possible.
• Other duties assigned by management team.

Major Duties and Responsibilities:

Service Department Operations

• Supervise work of any apprentice technicians as assigned.
• Examine customers’ motorcycle to determine if additional safety or service work is required.
• See attached Technician Skill Progression worksheet for Competencies and Commitments.
• Accept work assignments from Service Advisor/Manager.
• Request parts for the job as early as possible when needs become known.
• Perform service, repair, and customization work in accordance to factory specifications.
• Notify Service Advisor/Manager of additional work needed or any delays in expected completion as soon as they become known so that customer may be contacted and notified of the delay.
• Keep customers’ vehicles cleaner than when they were dropped off.
• Road-test vehicles to aid in diagnosis and again after repairs are completed to verify quality of work performed.
• After job is finished ensure proper completion and filing of paperwork.
• Keep work area as clean as possible and assist others with maintaining shop cleanliness.
• Assist Service Advisor, when requested, with writing up work orders, communicating with customers, test riding, or any other issue which will help ensure customer satisfaction.
• Understand and follow Federal, State and local regulations, such as those governing the disposal of hazardous waste.
• Maintain technical (PHD and other) qualifications by completing any necessary training programs assigned to you by the Service Manager.

Customer Service:

• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Handle customer complaints reasonably showing empathy and a positive attitude and demonstrate our commitment to “Make Things Right”.

Commitments:

• Focus on quality.
• Treat all employees and customers fairly, courteously, and with respect.
• Be prompt and available for flexible scheduling.
• Be honest and fair in all business dealings.

Qualifications and Job Requirements:

• Completion of a factory authorized formal training program such as MMI Service School or equivalent work experience.

Qualifications and Job Requirements (cont.):

• Knowledge and experience with service of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Manual dexterity and good judgment.
• Current license with motorcycle endorsement and good driving record.
• Ability to manage time and demands professionally as well as personally.
• Must maintain a professional appearance and a neat, well organized work area.
• Service Technicians need both basic and special tools to properly diagnose and service our products. All Service Technicians are required to own a set of tools within 60 days of hire.
• Ability to read and comprehend instructions and information accurately.

Physical Demands:

• Will be exposed to vibration, dust, or other hazardous and non-hazardous materials.
• Service Technician will stand six to eight hours per shift, hoisting and testing equipment as needed.
• Will use hand and power tools.
• Will be required to wear dealership uniform at all times.
• The noise level in the work environment is usually loud.
• Requires the use of both hands.
• Frequently required to bend, stoop, crouch, reach, handle tools and lift 40 lb. of material.
• Frequently require the ability to balance and push a 600 lb. motorcycle.
• Ability to manage stress.

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 other airborne particles.