Signature Harley-Davidson
1176 Professional Dr, Perrysburg, OH 43551

419-873-2453
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CURRENT VACANCIES

Job Description

Summary Description

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

Key Result Areas

· Service Department Operations

· 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.

· 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 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 and proper storage of these items.

· Become familiar and efficient with all phases of the computer system required for service and 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.

· 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.

3)Other Duties

· As assigned

Supervisory Responsibilities

· No Supervisory Responsibilities

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.

Qualifications & Job Requirements

· Superior communication and customer service skills.

· Ability to get along with a broad customer base.

· Knowledge and experience with servicing Harley-Davidson/Buell 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.

· Current, valid motorcycle license.

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 material.

· Occasionally requires the ability to balance and push a 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.

Toledo Harley-Davidson is an equal opportunity employer

Job Type: Full-time

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