What are the responsibilities and job description for the Orlando Harley-Davidson Service Writer position at American Road Group?
Job Title ….. Service Writer
Department … Service Department
Supervisor ….. Service Manager
Pay Class/Status …. Hourly/Non-Exempt
Summary Description
Intakes customer motorcycle, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.
Key Results Areas
- Assist Service department manager in maintaining a smooth-running efficient service department with a high degree of customer satisfaction.
- Sell other services by pointing out service specials or additional work needed.
- Provide superior customer service to both internal and external customers.
Major Duties and Responsibilities
- Service Department Operations
- Diagnose problems accurately, and clearly describe them on the repair order.
- Estimate costs, completion times at point of sale and clearly communicate them to customer.
- Assign jobs to technicians based on skill level and current resources 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, as needed.
- 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 proper storage of these items.
- Become familiar and efficient with all phases of the computer system required for service & parts management.
- Customer Service
- 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 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 cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.
- All other duties as assigned.
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.
Qualifications & Job Requirements
- Outgoing, friendly personality and superior communication & customer service skills.
- Knowledge and experience with service 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 and experience with computers.
- Current 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 50 lbs. of material.
- Occasionally requires the ability to balance and push a 600 lb. 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 other airborne particles.
Additional Information
- Bi-lingual a plus
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