Service Advisor - Harley

Ferman Automotive Group; Town of Florida, Northern (NY, KY); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Ferman Automotive Group in Town of Florida, NY is seeking a Motorcycle Service Advisor to be the primary contact between guests and the service department. You will greet guests, document concerns, prepare repair orders, explain maintenance needs, and communicate progress to customers to drive satisfaction and repeat business.

The ideal candidate is guest-focused, organized, and knowledgeable about motorcycles and powersports, with experience in service operations and a willingness to upsell

Qualifications

• Strong guest service and communication skills are essential.
• Ability to explain technical motorcycle information clearly.
• Organizational and multitasking abilities are required.
• Sales aptitude to recommend additional services and products.

Responsibilities

• Greet guests and document motorcycle concerns and service needs.
• Create and manage repair orders per dealership procedures.
• Explain maintenance recommendations and service estimates to guests.
• Maintain guest communication on repair progress and timelines.
• Coordinate with technicians to ensure accurate diagnosis and workflow.
• Upsell maintenance, accessories, and upgrades when appropriate.
• Schedule service appointments and manage shop flow.
• Handle warranty claims and related documentation.
• Follow up with guests after service to ensure satisfaction.

Skills

Guest service

Communication

Organizational skills

Sales aptitude

Motorcycle knowledge

DMS proficiency

Problem solving

Professional demeanor

Education

High school diploma or GED

Associate degree or technical training in Motorcycle, Powersports, or Automotive Technology

Tools

DMS (Dealership Management System)

Computer software

Job description

Description

Position Summary

The Motorcycle Service Advisor serves as the primary point of contact between dealership guests and the service department. This role is responsible for greeting guests, understanding motorcycle concerns, recommending maintenance and repair services, preparing repair orders, and ensuring clear communication throughout the service process. The Motorcycle Service Advisor plays a key role in delivering an exceptional guest experience while supporting department revenue, productivity, and retention goals. The ideal candidate is guest-focused, organized, knowledgeable about motorcycles, and passionate about powersports.

Essential Duties and Responsibilities

• Greet guests and accurately document motorcycle concerns and service needs.
• Create and manage repair orders in accordance with dealership procedures.
• Explain maintenance recommendations, repair requirements, and service estimates to guests.
• Maintain communication with guests regarding repair progress, completion timelines, and additional service recommendations.
• Coordinate with technicians to ensure accurate diagnosis and efficient workflow.
• Review repair orders for accuracy, completeness, and proper documentation.
• Upsell recommended maintenance, accessories, performance upgrades, and protection products when appropriate.
• Schedule service appointments and manage daily shop traffic.
• Coordinate with the Parts Department to ensure availability of required motorcycle parts and accessories.
• Handle warranty claims and related documentation in accordance with manufacturer guidelines.
• Address guest concerns and resolve service issues professionally and promptly.
• Follow up with guests after service completion to ensure satisfaction and encourage repeat business.
• Maintain accurate records in the dealership management system (DMS).
• Support dealership and department goals related to guest satisfaction, service revenue, and retention.
• Ensure compliance with dealership policies, safety standards, and manufacturer requirements.

Requirements

Qualifications

• Strong guest service, communication, and interpersonal skills.
• Ability to explain technical motorcycle information in a clear and understandable manner.
• Strong organizational and multitasking abilities.
• Sales aptitude with the ability to recommend additional services and products.
• Knowledge of motorcycle maintenance, repair processes, and service operations.
• Proficiency with dealership management systems (DMS) and computer software.
• Strong problem-solving and conflict-resolution skills.
• Professional demeanor and appearance.
• Passion for motorcycles and the powersports industry preferred.

Education and Experience

• High school diploma or GED required.
• Associate degree or technical training in Motorcycle, Powersports, or Automotive Technology preferred.
• Minimum of 1-3 years of guest service, powersports, or automotive experience preferred.
• Previous experience as a Motorcycle Service Advisor, Service Writer, or related service position strongly preferred.
• Harley-Davidson, OEM manufacturer, or powersports industry experience preferred.
• Valid driver's license with acceptable driving record required.
• Motorcycle endorsement preferred.

Physical Requirements

• Frequent standing, walking, and movement throughout the service department.
• Ability to communicate effectively in person, by phone, and electronically.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to move, position, and inspect motorcycles safely.
• Ability to work in a service environment with exposure to noise, vehicle exhaust, and varying temperatures.

Work Environment

Work is performed in a fast-paced powersports dealership service department with frequent interaction among guests, technicians, parts personnel, and management. The position requires balancing administrative responsibilities with regular guest interaction while maintaining a high level of professionalism and service.

Equal Employment Opportunity Statement

The Company is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required for this position. Management reserves the right to modify, add, or remove duties and assign other responsibilities as necessary.