Service Advisor/Writer

Ironclad Harley-Davidson; Portsmouth (VA); On-site; USD 38,000 - 58,000; Full time

Job summary

Ironclad Harley-Davidson in Portsmouth, VA is seeking a Service Writer/Advisor to intake customer vehicles, diagnose problems, and communicate job status. You will estimate costs and times at point of sale and upsell services when appropriate.

You will support technicians, verify repair orders, and ensure customer satisfaction. A friendly, proactive approach and knowledge of Harley-Davidson products are essential.

Qualifications

• Outgoing, friendly personality and superior communication and 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.
• 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.

Responsibilities

• Greet customers immediately, in a courteous and friendly manner.
• Estimate costs and completion times at point of sale; clearly communicate them to customer.
• Review work-in-progress to ensure quality and timeliness.
• Assist technician to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used.
• Make estimates for internal and wreck repairs with the assistance of the Service Manager.
• Forward all customer paid, warranty, and internal repair orders.
• Upsell additional services that would benefit the customer and their riding experience.
• Notify customers ASAP of any changes, delays, or additional work needed.
• Handle customer complaints reasonably, showing empathy and a positive attitude.

Skills

Customer service

Communication skills

Harley-Davidson servicing knowledge

POS software experience

Google Drive familiarity

Teamwork

Physical capability

Education

High school diploma or equivalent

Tools

POS software

Parts & Service management software

Google Sheets

Google Docs

Job description

Job Title:

Service Writer/Advisor

Department

: Service

Supervisor:

Service Manager

Summary Description

Intake of customer vehicles, diagnose problems and service needs; sell service and/or parts and communicate job status to customer.

Duties & Responsibilities

• Ensure that repair orders are complete, legible and clearly described on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Review work-in-progress to ensure quality and timeliness.
• Assist technician to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used.
• Make estimates for internal and wreck repairs with the assistance of the Service Manager.
• Forward all customer paid, warranty, and internal repair orders.
• Greet customer immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Notify customers ASAP of any changes, delays, or additional work needed.
• Upsell additional services that would benefit the customer and their overall riding experience.
• Handle customer complaints reasonably, showing empathy and a positive attitude.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Ensure customer’ vehicle is cleaner than when it was dropped off.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• None

Qualifications & Job Requirements

• Outgoing, friendly personality and superior communication and 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.
• 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.