Job Title: Service Dispatcher

Department: Service

Supervisor: Service Manager

Summary Description

Primarily responsible for assuring quality service work, while maintaining a high level of productivity and efficiency for the entire Service Department. Issue service work to technicians and maintaining the flow of service work through the Service Department.

Duties & Responsibilities

• Assists Service Manager, in ensuring that service personnel are alert, well trained, and available when needed.
• Ensure that technicians receive jobs based on skill level and current resource utilization.
• Review work-in-progress to ensure quality and reasonable completion times.
• Make estimates for internal work.
• Perform necessary work on vehicles or components in accordance with time schedules.
• Covers for the Service Manager in his absence as needed.
• Follows dealership closing procedures as assigned by General Manager.
• Greet customers immediately, in a courteous and friendly manner.
• Handle customer complaints according to company guidelines: reasonably, showing empathy, exhibiting a positive attitude, and demonstrating our commitment to “make things right”.
• Gain the trust and confidence of new customers when they are introduced to the Service Department.
• Give special attention to repeat Repair Orders to ensure that the situation is corrected before it becomes a customer complaint.
• Avoid making commitments that might not be met. It is better to under-promise and over-deliver
• In conjunction with the Service Manager, establish technician work schedules that balance the workloads of all technicians.
• In conjunction with the Service Manager, monitor and address all comebacks with individual technicians.
• Establish departmental work schedules, balancing the work loads of all employees with the needs of the department.
• Establish job assignments with the Service Manager for technicians within their skill levels.
• Assist in observing employee performance and reporting findings to the Service Manager.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• None

Qualifications & Job Requirements

• Five years of progressive experience within the Service Department of a motor vehicle dealership or the ability to quickly learn the business operations.
• Knowledge and experience in the sales of Harley-Davidson motorcycles and other products and services 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.
• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
• Maintain a positive attitude and relationship with all other employees.
• Capable of pushing and loading motorcycles.
• High school diploma or equivalent.
• Valid driver’s license and motorcycle endorsement.
• Passion for the motorcycling lifestyle and riding community.
• Attention to detail. 
• High energy level needed.
• Ability to work a flexible schedule including weekends, Holidays, and evenings.
• Proficient in meeting deadlines on a timely manner.

Physical Demands

• Requires the use of both hands.
• Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
• Requires the ability to balance and push an 800 lb motorcycle.

Working Conditions

• The noise level in the work environment is usually loud.
• Potential exposure 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.
• Frequently works near moving mechanical parts.

In addition to the outlined essential job functions, the employee is required to complete all additional tasks assigned by his/her supervisor, as the supervisor sees fit for the position. Failure to comply will result in immediate discipline at the discretion of dealership management.

I have read and understand the duties, responsibilities and qualifications of this position and acknowledge that I can perform the essential functions of the job with or without an accommodation.