Service Advisor

Superstition Harley-Davidson is looking for Service Advisors for our newly expanded facility.

A Service Advisor receives customer vehicles, discusses problems and service needs, schedules work with Shop Foreman to assign jobs to service technicians and communicates job status to customer.


Key result areas include:
Assist Service Department Manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
Sell Parts & Accessories and 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 include:
1. Service Department Operations
Lists customer concerns and clearly describe them on the repair order.
Estimate costs and completion times at point of sale. Clearly communicate them to customer.
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 there is a question regarding work to be performed.
Perform cashier functions, as needed. Provide thorough explanation of repairs to customer.
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.


2. 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 P&A and additional services by pointing out service specials or additional work needed.
Handle customer complaints reasonably, showing empathy and a positive attitude. Demonstrate our commitment to “Make Things Right”.
Give special attention to repeat repairs to ensure the situation is corrected.
Avoid making commitments which can not (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.
REQUIREMENTS
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 and Job Requirements
Outgoing, friendly personality and superior communication & customer service skills.
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.
Occasionally asked to work extra hours during peak season or as fill in on an as needed basis.
Current, Motorcycle license, as vehicle test rides will be required.
Physical Demands
Exposure to temporary elevated noise levels in the work environment is probable.
Occasionally required to bend, stoop, crouch, reach, and handle tools.
Occasionally requires the ability to lift 40 pounds of material.
Occasionally requires the ability to balance and push a 700+ lb. motorcycle.
Must possess ability to work under pressure and handle stress.
Must have ability to meet regular required attendance and tardiness policies
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 airborne other particles.
Superstition Harley Davidson is an “Employee at Will” company. Either employee or Superstition Harley Davidson may terminate the employment relationship at any time, for any reason, with or without cause or notice.