Remote Dealer Service Specialist

Harley-Davidson Motor Company; Milwaukee (WI); On-site; USD 43,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401k plan

Annual bonus

Employee discounts

Job summary

Harley-Davidson Motor Company is seeking a Dealer Service Representative to support U.S. and Canada dealers with orders, invoicing, and HDU/system questions. The role involves resolving routine and non-routine issues, documenting dealer problems, and meeting set performance metrics.

The position is currently remote, with preference for candidates located near Milwaukee for on-site variability. The ideal candidate will bring 3–5 years of technical customer service experience, strong communication

Qualifications

• Typically requires 3–5 years of related experience.
• Experience in technical customer service/account management, wholesale customer relationship management, or order system management
• Demonstrated ability to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.).
• Ability to work with team members to solve problems that may not have an established resolution method.

Responsibilities

• Develop expertise to provide information and training with various systems such as SAP ECC/CRM, AS400, RyderShare, Visteon, H-Dnet and HDU to support dealers with processing and maintaining orders, VIN transfers, Vehicle logistics, Embedded Navigation, dealer operational system, and dealership online training platform
• Access information to assist with research, or collect data needed to resolve complex dealership inquiries and issues
• Engage professionally with diverse stakeholders through different communication channels (both written and verbal)
• Collaborate with stakeholders to address issues quickly and accurately, as well as to identify and report trends
• Continually meet or exceed minimum pre-established metrics for dealer service quality as monitored on a weekly, monthly, and yearly basis
• Demonstrate and continuously improve knowledge of all Vehicle, Parts & Accessories, Apparel & Licensing, Marketing promotions and events, and other Harley-Davidson programs, policies and procedures
• Participate in a self-directed work team and hold self and team members accountable to team determined guidelines, rules, and policies in a constructive manner
• Research, process, and train dealers with Return Merchandise Authorizations
• Process duplicate MCO requests and VIN label requests
• Support and validate urgent warranty and down traveler dealership direct ship parts requests
• Validate and submit Dealer Inspection Requests to ensure parts quality meets engineering specification and packaging requirements
• Assist with P&A fitment and feature inquiries which may include reviewing Windchill engineering prints and part specifications
• Serves as a mentor or resource to others on the team, monitor team call coverage and assists in the training of new associates
• Communicates problem resolution to dealers, team leads on a timely basis

Skills

Customer service

Account management

Communication

Team collaboration

Education

High School Diploma or Equivalent

Tools

SAP ECC/CRM

AS400

RyderShare

Visteon

H-Dnet

HDU

Job description

Harley-Davidson Motor Company is seeking a Dealer Service Representative to support U.S. and Canada dealers with orders, invoicing, and HDU/system questions. The role involves resolving routine and non-routine issues, documenting dealer problems, and meeting set performance metrics.

The position is currently remote, with preference for candidates located near Milwaukee for on-site variability. The ideal candidate will bring 3–5 years of technical customer service experience, strong communication