Service Advisor/Writer

Billerica, MA

Job Title:                           Service Writer

Department:                      Service

Supervisor:                        Service Manager

Summary Description

Intake customer vehicles, diagnose problems and service needs; sell service and/or parts and communicate job status to customer.

Duties and Responsibilities

  • Ensure that repair orders are complete, legible and clearly described on the repair order.
  • Estimate costs and completion times at point of sale. Clearly communicate them to customer.
  • Review work-in-progress to ensure quality and timeliness.
  • Assist technician to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used.
  • Make estimates for internal and wreck repairs with the assistance of the Service Manager.
  • Forward all customer paid, warranty, and internal repair orders.
  • Greet customer immediately, in a courteous and friendly manner.
  • Handle telephone transactions quickly, and courteously.
  • Notify customers ASAP of any changes, delays, or additional work needed.
  • Upsell additional services that would benefit the customer and their overall riding experience.
  • Handle customer complaints reasonably, showing empathy and a positive attitude.
  • Give special attention to repeat repairs to ensure the situation is corrected.
  • Ensure customer’ vehicle is cleaner than when it was dropped off.
  • Perform other related duties as assigned or requested.

Supervisory Responsibilities

  • None

Qualifications & Job Requirements

  • Outgoing, friendly personality and superior communication and 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.
  • Maintain a positive attitude and relationship with all other employees.
  • Capable of pushing and loading motorcycles.
  • High school diploma or equivalent.
  • Valid driver’s license and motorcycle endorsement.
  • Passion for the motorcycling lifestyle and riding community.
  • Attention to detail. 
  • High energy level needed.
  • Ability to work a flexible schedule including weekends, Holidays, and evenings.
  • Proficient in meeting deadlines on a timely manner.

Physical Demands

  • Requires the use of both hands.
  • Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
  • Requires the ability to balance and push a 600+lb motorcycle.

Working Conditions

  • The noise level in the work environment is usually loud.
  • Potential exposure 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 other airborne particles.
  • Frequently works near moving mechanical parts.