Summary Description

Intakes customer vehicles, diagnoses initial problems and service needs, schedules work, and communicates job status to customer. Deals with customers by telephone, email and/or in person.

Key Results Areas:

1) Service Department Operations

- Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
- Interview customers on their motorcycle issues using the systematic approach for each concern.
- Diagnose problems or customer concerns accurately, and clearly describe them on the repair order.
- Estimate costs and completion times at point of sale. Clearly communicate them to customer.
- Follow-up progress of each repair order during the day, contact customers by telephone regarding changes in the estimate or time promised.
- Assists with labour quote estimates for internal & accident repairs. Performs follow-up with all accident jobs (insurance company/customer/administration), ensuring payment and closure.
- Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items. Focus on initial determinations and policies with the customer. Assist Service Specialist with submissions & details if required.
- Arranges initial PDI’s (uncrating) of new motorcycle arrivals as per priority schedules.
- Perform cashier functions, as needed.
- Open & close all customer paid, warranty, and internal repair orders.
- Become familiar and efficient with all phases of the computer system required for service & parts management.
- Maintain a clean and organized service reception area.
- Responsible for merchandising the Parts & Accessories walls of the Service Reception area.

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. Ensure all messages are returned.
- Complete follow-up contacts with customers within 1 week of completed service work. Document concerns and follow-up with resolution, if required.
- Notify customers A.S.A.P. of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
- 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 cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.

3) Other Duties - As Assigned

Commitments:

- Treat all employees and customers fairly, courteously, and with dignity.
- Respect & follow company Core Values, Vision and Mission Statements.
- Be honest and fair in all business dealings and focus on quality.
- Practice safe working methods and adhere to Health & Safety Policy and procedures.
- Be prompt and available for flexible scheduling.
- Demonstrate an interest in growing the business.
- Model superior customer service behavior for all service personnel by maintaining positive relationships with customers,



employees GM and owner(s).
- Remain current with all service training made available and attending seminars, workshops, and other related training programs. Attend training sessions to keep current with company philosophy other admin department issues.
- Stay current on promotions & other ongoing store activities
- Maintain a professional appearance, demeanor, and attitude at all times.
- Stay current on parts and pricing to be able to provide customers with up-to-date product knowledge.

Qualifications & Job Requirements:

- Outgoing, friendly personality and superior communication & customer service skills.
- Able to respond quickly in a dynamic and changing setting.
- Able to deal with people tactfully and professionally at all times.
- 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. Ability to utilize the DMS to its maximum potential.
- Current GM2 class driver’s license or higher.
- Completion of Grade 12 with 1 years experience in a motorcycle service environment.
- Ability to operate forklift.

Job Types: Permanent, Full-time

Pay: $55,000.00-$65,000.00 per year

Benefits:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care

Flexible language requirement:

- French not required

Experience:

- Service Writer: 1 year (required)

Licence/Certification:

- GM2 or higher Drivers License (required)

Work Location: In person

📌 Service Writer (Barrie)
🏢 Barrie Harley-Davidson
📍 Barrie