Job Data

Job Title:
Department:
Supervisor:
Pay Class / FLSA Status:

Service Writer
Service Department
Service Manager
Hourly / Non-Exempt

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

• Service Department Operations
• Customer Service

1. Service Department Operations
   • Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
   • Diagnose problems accurately, and clearly describe them on the repair order.
   • Estimate costs and completion times at point of sale. Clearly communicate them to customer.
   • Assign jobs to technicians based on skill level and current resource utilization.
   • Review work-in-progress to ensure quality and timeliness.
   • Occasionally assist technicians when they are having difficulty performing service work.
   • Determine correct part numbers on repair orders and assist the parts department with picking and 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 & 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 & parts management.
2. 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.
   • Notify customers ASAP of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
   • 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.
3. Other Duties
   • As Assigned

• None

• 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.

• Outgoing, friendly personality and superior communication & 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 due to general knowledge & experience with computers.
• Current Motorcycle license.

• 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 40 pounds of material.
• Occasionally requires the ability to balance and push an 600+ lb. motorcycle.

• 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.