Service AdvisorWriter

Rawhide Harley-Davidson; Olathe (KS); On-site; USD 42,000 - 60,000; Full time

Job summary

Rawhide Harley-Davidson in Olathe, KS seeks a Service Advisor to intake customer vehicles, diagnose problems and service needs, and communicate job status to customers. You will upsell services and parts while ensuring accurate estimates and on-time updates.

The role requires strong customer service, knowledge of Harley-Davidson service processes, and proficiency with POS and service-management software. Valid driver’s license and motorcycle endorsement preferred.

Qualifications

• Outgoing, friendly personality and superior communication and customer service skills.
• Knowledge and experience with Harley-Davidson motorcycle servicing or ability to quickly learn them.
• Experience with POS and service management software; ability to learn quickly.
• Proficiency with Microsoft Office Suite and general email/internet.
• High school diploma or equivalent; valid driver’s license and motorcycle endorsement.

Responsibilities

• Ensure repair orders are complete, legible and clearly described.
• Provide cost and time estimates at point of sale and communicate to customer.
• Review work-in-progress to ensure quality and timeliness.
• Assist technicians with correct part numbers and parts posting.
• Upsell services that benefit the customer and riding experience.
• Handle customer inquiries, complaints, and ensure vehicle cleanliness on drop-off.

Skills

Customer service

Harley-Davidson knowledge

Microsoft Office

Education

High school diploma or equivalent

Tools

POS software

Service management software

Google Drive (Sheets/Docs)

Job description

Job Title: Service 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 and 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.