Service Writer

Description

Job Title: Service Writer

Department: Service Department

Supervisor: Service Manager

Summary Description

Intakes customer vehicles, notes problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Results Areas

• Service Department Operations
• Retail Sales
• Customer Service

Major Duties and Responsibilities

1. Service Department Operations

• Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
• Note problems accurately, and clearly describe them on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Occasionally assigns jobs to technicians based on skill level and current resource utilization.
• Review work-in-progress to ensure quality and timeliness.
• Determine correct part numbers on repair orders and assist the parts department with posting of parts used before job starts.
• Perform cashier functions, as needed.
• Make estimates for internal and wreck repairs.
• Open & close all customer paid, warranty, and internal repair orders.
• Follow procedures for quick and efficient handling of warranty items, including tagging and proper storage of these items.
• Become familiar and efficient with all phases of the computer system required for service and parts management.

2. Retail Sales

• Assist Part Department with attaining retail sales goals.
• Ensure Motorcycle Referral Program card is attached to every customer workorder.
• Ensure the “Help Sell” initiative is supported. Meet or exceed individual Attempt and Turnover percentage goals.
• Conduct or participate in periodic physical inventory of all merchandise (counts, reports etc.).
• Create well organized presentations which appeal to our customers.
• Ensure merchandise displays are stocked, clean, dust free, and appealing to customers.
• Continuously maintain showroom product availability by stocking shelves and displays.

3. Customer Service

• Provide superior customer service to both internal and external customers.
• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Promptly notify customers of any changes, delays, or additional work needed.
• Sell additional services by pointing out service specials or additional work needed.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Avoid making commitments which can not (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.

4. Other Duties

• As Assigned

Supervisory Responsibilities

• None

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all interactions with customers and employees.
• Be prompt and available for flexible scheduling.
• Maintain up to date technical qualification (PHD and others) by completing all training programs assigned by the Service Manager.

Requirements

Qualifications & Job Requirements

• Superior communication and customer service skills.
• Ability to get along with a broad customer base.
• 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 and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.

Physical Demands

• The noise level in the work environment is usually loud.
• Occasionally required to bend, stoop, crouch, reach, and handle tools.
• Occasionally requires the ability to lift 45 pounds of material.
• Occasionally requires the ability to balance and push an 900 lb. motorcycle.

Working Conditions

• Frequently works near moving mechanical parts.
• Is potentially exposed 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 airborne other particles.