Service Advisor 

Job Title:........................... Service Advisor

Department:....................... Service Department

Supervisor:........................ Service Manager

Experience:........................ Minimum of 2 years as a Service Advisor

Location:…………………..13850 N. Cave Creek Road, Phoenix, Arizona 85022

Pay Class / Full Time:........ Salary + Commission

Summary Description

Assists Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.  Accepts customer vehicles, recognizes problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Results Areas:

· Service Department Operations

· Customer Service

Major Duties and Responsibilities:

Service Department Operations

· Recognize 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.

· Assist in the preparation of parts orders.

· 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.

· Ask for clarification if there are any questions which need to be answered.

· Notify a manager in house of serious situations in the absence of the service manager.

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.

· Avoid setting high customer expectation levels in situations where expectations are not likely to be met.

· 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.

· Obtain authorization from customers before performing any repairs, obtain signature when possible.

· Explain repair orders to customer upon delivery of vehicles and answer all questions.

· Follow up with customer on status of completed repairs.

· Ensure motorcycles are returned to the customer in the same or better condition in which they were received.

Other Duties - As Assigned 

· Up-sell performance work whenever possible.

Supervisory Responsibilities:

· Suggest to service manager additional work that may be needed on motorcycles.

· Ensure the customer’s motorcycle is a clean or cleaner than when dropped off.

· Ensure cleanliness of work area.

· If delays are expected in the completion of a customer’s motorcycle, notify the service manager to allow rescheduling of any customer affected by the delay.

· Make certain work assignments are correct and complete.

Certificates, Licenses, Registrations:

· Technical School (Motorcycle related).

· Current Motorcycle license.

· Completed PHD’s (Professional Harley-Davidson)

· PACE (Parts Accessories Clothing Expert)

· Must be able to successfully pass a drug screen

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 40 pounds of material.

· Occasionally requires the ability to balance and push an 800+ 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.

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Phoenix, AZ 85022

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