- Provide prompt, dependable, high quality vehicle service to (internal and external) customers.
- Maintain a high degree of customer satisfaction.
- Maintain a clean and safe work environment at all times.
- Complete repair work within the scheduled or allotted time period whenever possible. Continually improve this "efficiency" skill.
- Minimize come-backs and deal with them promptly and satisfactorily when they do occur.
- Maintain productivity (time spent working on billable jobs) as close to 100% as possible.
- Other duties assigned by management team.
- Supervise work of any apprentice technicians as assigned.
- Examine customers' motorcycle to determine if additional safety or service work is required.
- See attached Technician Skill Progression worksheet for Competencies and Commitments.
- Accept work assignments from Service Advisor/Manager.
- Request parts for the job as early as possible when needs become known.
- Perform service, repair, and customization work in accordance to factory specifications.
- Notify Service Advisor/Manager of additional work needed or any delays in expected completion as soon as they become known so that customer may be contacted and notified of the delay.
- Keep customers' vehicles cleaner than when they were dropped off.
- Road-test vehicles to aid in diagnosis and again after repairs are completed to verify quality of work performed.
- After job is finished ensure proper completion and filing of paperwork.
- Keep work area as clean as possible and assist others with maintaining shop cleanliness.
- Assist Service Advisor, when requested, with writing up work orders, communicating with customers, test riding, or any other issue which will help ensure customer satisfaction.
- Understand and follow Federal, State and local regulations, such as those governing the disposal of hazardous waste.
- Maintain technical (PHD and other) qualifications by completing any necessary training programs assigned to you by the Service Manager.
- Greet customers immediately, in a courteous and friendly manner.
- Handle telephone transactions quickly, and courteously.
- Handle customer complaints reasonably showing empathy and a positive attitude and demonstrate our commitment to "Make Things Right".
- Focus on quality.
- Treat all employees and customers fairly, courteously, and with respect.
- Be prompt and available for flexible scheduling.
- Be honest and fair in all business dealings.
- Completion of a factory authorized formal training program such as MMI Service School or equivalent work experience.
- Knowledge and experience with service of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
- Manual dexterity and good judgment.
- Current license with motorcycle endorsement and good driving record.
- Ability to manage time and demands professionally as well as personally.
- Must maintain a professional appearance and a neat, well organized work area.
- Service Technicians need both basic and special tools to properly diagnose and service our products. All Service Technicians are required to own a set of tools within 60 days of hire.
- Ability to read and comprehend instructions and information accurately.
- Will be exposed to vibration, dust, or other hazardous and non-hazardous materials.
- Service Technician will stand six to eight hours per shift, hoisting and testing equipment as needed.
- Will use hand and power tools.
- Will be required to wear dealership uniform at all times.
- The noise level in the work environment is usually loud.
- Requires the use of both hands.
- Frequently required to bend, stoop, crouch, reach, handle tools and lift 40 lb. of material.
- Frequently require the ability to balance and push a 600+ lb. motorcycle.
- Ability to manage stress.
- 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 other airborne particles.
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Description
Job Description
Job DescriptionSummary Description:Repair, customize, maintain, or overhaul both customer and dealer owned motor vehicles as close to the allotted time schedule as possible within dealership and factory quality and efficiency guidelines.
Key Results Areas:
Major Duties and Responsibilities:
Service Department Operations
Customer Service:
Commitments:
Qualifications and Job Requirements:
Qualifications and Job Requirements (cont.):
Physical Demands:
Working Conditions:
