Powersports Service Writer / Advisor

Job Summary
The Powersports Service Writer serves as the primary liaison between dealership customers and the service technicians. This role is responsible for greeting customers, translating their vehicle concerns into technical repair orders, providing accurate cost and time estimates, and tracking the unit through the service process to maximize shop efficiency and client satisfaction.

The ideal candidate blends baseline technical knowledge of ATVs, UTVs, personal watercraft (PWC), and motorcycles with exceptional communication, multi-tasking, and sales skills.

Key Responsibilities

Customer Intake & Consultations: Warmly greet customers on the service drive, actively listen to their equipment descriptions, and document mechanical symptoms or upgrade requests precisely.
Repair Order (RO) Management: Create, update, and manage digital repair orders using the dealership management system (DMS), capturing necessary vehicle detail and warranty details.
Cost Estimation & Upselling: Consult with technicians on diagnostics. Present and explain necessary repairs, maintenance schedules, and accessory upgrades to customers, providing clear, structured cost and time estimates.
Workflow Coordination: Schedule service appointments, assign tasks to technicians based on skill levels, and coordinate with the parts department to ensure components are on hand for repairs.
Active Communication: Provide proactive status updates to customers. Contact them immediately to request authorization for any newly discovered repair needs or changes in delivery timelines.
Warranty Administration: Submit pre-authorization requests and navigate manufacturer or extended warranty claims processes.
Final Quality Control & Cashiering: Review finalized work orders for data accuracy, explain completed services line-by-line to the customer, process final payments, and ensure the unit is delivered in clean condition.

Required Skills & Qualifications

Experience: Minimum 1–2 years of experience as a service writer/advisor in a powersports, marine, or automotive dealership environment is highly preferred.
Industry Knowledge: Personal passion for or professional familiarity with major powersports brands (e.g., Polaris, Yamaha, Honda, Can-Am, Harley-Davidson) and their mechanics.
Communication Skills: Strong verbal and written communication skills. Ability to clearly translate non-technical customer language into technical notes for shop mechanics.
Multitasking & Organization: Exceptional ability to stay organized, manage multiple digital repair orders, handle inbound phone calls, and assist walk-in counter clients simultaneously in a high-urgency environment.
Computer Literacy: Proficient in typing, general office software, and experience operating dealership management software (e.g., Lightspeed, DX1).

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SERVICE ADVISOR