Job Description

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

Qualifications & Job Requirements:

  • 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 endorsement or the ability to obtain one

Major Duties and Responsibilities:

  • Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
  • Sell other parts and services by pointing out service specials or additional work needed.
  • Provide superior customer service to both internal and external customers.
  • Relay 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.
  • Perform cashier functions, as needed.
  • Make estimates for internal and wreck repairs.
  • Forward all customer paid, warranty, and internal repair orders.
  • Assist Chrome consultant with parts requirements and fitment when needed.
  • Follow up with every customer having work in progress and completed.
  • Use the Menu system to sell parts and services to all customers.
  • Follow up and pull warranty return calls for warranty administrator.
  • Make sure the counter is covered by yourself, another writer, or manager at all times.
  • Close out all internal tickets before going home each day.
  • Complete all paperwork required of service writers each day.
  • Maintain accurate and productive scheduling system.
  • Treat both import and H-D customers with the highest level of respect and dignity.
  • Make sure sales department is treated as one of services best customers.
  • Ensure wash bay to-be-done board is strictly adhered to throughout each day.
  • Manage wash bay staff through the job duty boards posted on wash bay walls.
  • Always under promise and over deliver with work and price.
  • 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 cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.
  • Other Duties - As Assigned


  • 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.

Physical Demands:

  • Occasionally required to bend, stoop, crouch, reach, and lift up to 50 lbs.
  • Frequently works on a computer in a typical office environment.

 Working Conditions:

  • Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
  • The noise level in the work environment is occasionally loud.
  • Occasionally, exposed to exhaust fumes or other airborne particles.
  • May be required to work odd, unusual or extended hours.