Job Description
Summary Description
Provide assistance to all sales associates of the sales department and service department as needed.
Essential Functions
- Wash and/or detail internal and external customers’ new and pre-owned motorcycles.
- Complete paperwork and move motorcycle to staging area.
- Operate fork lift to safely move motorcycles and shipping crates/skids to designated areas.
- Clean and maintain appearance of general facilities and grounds.
- Pick up and deliver customer motorcycles and dealer trade motorcycles as needed.
Customer Service
- Provide prompt, dependable, high quality customer service to internal and external customers.
- Greet customers immediately, in an inviting and friendly manner.
- Handle requests quickly and courteously.
The duties and responsibilities defined above are not an all-inclusive list, but a general summary of typical duties. Individuals in this position may be asked to perform a wide range of related tasks to ensure that the sales and service goals for the team are met and that the highest level of customer service is always provided.
Additional Responsibilities
- Be part of the team. Assist coworkers or customers of other departments, as needed.
- Maintain a clean and safe workplace. Notify proper person if attention is needed.
Accountabilities
- Motorcycles safely transported without damage and to the satisfaction of internal and external customers. Motorcycles thoroughly and professionally washed/detailed to the satisfaction of internal and external customers.
- Daily schedule managed to make the most effective use of dealership resources and vehicles.
- Excellent customer service confirmed through CSI scores, customer feedback, repeat business, and/or customer referrals.
- Positive and supportive work environment created through communication, mutual respect for all individuals and adherence to associate conduct guidelines.
Commitments
- Treat all associates and customers fairly, courteously, and with dignity.
- Focus on quality and productivity.
- Attend company-sponsored events to build customer relationships and promote the dealership.
- Clock in and out on time. Be prompt and available for flexible scheduling.
- Demonstrate professionalism at all times, including in dress and appearance.
- Accept direction, follow instructions and work well with others.
- Attend company staff meetings.
Qualifications & Job Requirements
- Valid driver’s license and motorcycle endorsement.
- Extensive driving experience
- Acceptable motor vehicle record.
Physical Demands
- Requires the use of both hands and the ability to operate a motor vehicle.
- Considerable walking, including up and down stairs.
- Climbing ladders up to 30 feet.
- Occasionally required to bend, stoop, crouch, reach, and lift 50 lbs. of material.
- Occasionally requires the ability to balance up to 900 lbs. and push up to 1,200 lbs.
- Color acuity to select correct wire or paint.
- Continual use of speech, vision, hearing, and manual dexterity.
Working Conditions
- Outside exposure during all types of weather.
- The noise level in the work environment is usually loud.
- Frequently works near moving mechanical parts.
- 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.
Toledo Harley-Davidson® is an equal opportunity employer.
Job Type: Full-time
Apply now
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 ____ pounds of material.
· Occasionally requires the ability to balance and push a(n) ____ 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
Apply now
Job Data
Job Title…………………. | Parts & Accessories Manager |
Department……………... | Parts & Accessories Department |
Supervisor………………. | General Manager or Dealer Principal |
Summary Description
Manages employees and operations of the Parts & Accessories department. |
Key Result Areas
- Parts Department Operations
- Management
- Customer Service
|
Major Duties and Responsibilities
1) | Parts Department Operations |
| - Set-up and maintain a smooth running, efficient P&A department.
- Ensure P&A personnel are well trained and available when needed.
- Ensure the needs of the service department are being met.
- Review all stock orders to ensure a fast moving balanced inventory of Parts & Accessories.
- Maintain sufficient quantities of stock to support demand and acceptable inventory turn ratio.
- Assist staff when needed.
- Supervise and maintain an accurate up-to-date inventory management and control system.
- Become familiar and efficient with all phases of the computer system required for service & parts management
- Establish procedures for ordering, receiving, logging into inventory, displaying, and selling all merchandise.
- Ensure employees keep a clean and orderly department.
- Generate and review Inventory reports from Dealer Information System.
|
2) | Management |
| - Employ sound management practices to ensure parts department contributes acceptable levels of gross and net profit.
- Maximize return on investment of parts inventory.
- Grow the volume of P&A sales.
- Maintain budgeted revenue and expense objectives.
- Develop advertising and promotional campaigns for merchandise.
- Provide reports to Dealer Principal or General Manager, as requested.
- Develop monthly and annual objectives for the department in collaboration with Dealer Principal or General Manager.
- Attend training sessions to keep current with P&A merchandising and inventory control issues. (P.A.C.E., HDU, etc.)
|
3) | Customer Service |
| - Provides superior customer service to both internal (Service Department) and external customers.
- Greet customers immediately, in a courteous and friendly manner.
- Handle telephone transactions quickly, and courteously.
- Point out any sales, specials, or new merchandise to staff and customers.
- Estimate length of time to receive any back-ordered parts and clearly communicate it to customer. 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 Superior Customer Service.
|
4) | Promotions |
| - Plan and execute “exceptional” promotions to bring both “new and existing” customers into the dealership on a regular basis.
|
Supervisory Responsibilities
- Establish departmental work schedule, balancing the workload of all employees.
- Establish job assignments for all P&A employees within their skill level.
- Set policies and procedures for P&A department.
- Manage employee performance (evaluate and council).
- Assist Dealer Principal or General Manager with recruiting, interviewing, hiring, and terminating employees.
- Maintain records of all employee performance reviews.
- Provide training for all P&A employees (seminars; workshops; P&A sales, inventory mgmt., etc.).
- Oversee Parts to Service Liaison Position.
|
Commitments
- Treat all employees and customers fairly, courteously, and with dignity.
- Model superior customer service behavior for all P&A personnel by maintaining positive relationships with customers, employees, GM and owner(s).
- Be prompt and available for flexible scheduling.
- Be honest and fair in all business dealings.
- Demonstrate an interest in growing the P&A business.
|
Qualifications & Job Requirements
- Experience with retail sales and inventory management.
- Prefer 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 and experience with computers.
|
Physical Demands
- The noise level in the work environment is occasionally loud.
- Occasionally required to bend, stoop, crouch, reach, and lift _____ lb. of material.
|
Working Conditions
- 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 other airborne particles.
|
Apply now
