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Service Consultant
Service ConsultantMyers Duren Harley Davidson of Tulsa Inc • Tulsa, OK, US
Service Consultant

Service Consultant

Myers Duren Harley Davidson of Tulsa Inc • Tulsa, OK, US
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Intakes customer vehicles, gain understanding of customer's needs and concerns, schedules work, assigns jobs to Service Technicians and communicates job status to customer.

General Expectations

  • Devote himself / herself to insuring satisfaction to customers.
  • Attend company meetings as required.
  • Maintain a follow-up system that encourages follow through with assigned projects.
  • Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
  • Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
  • Understand the terminology of the business and keep abreast of technology changes in products and services.
  • Know and understand the federal, state and local requirements which govern the company’s business.
  • Follow lawful directions from supervisors.
  • Understand and follow work rules and procedures.
  • Interact well with others and be a positive influence on employee morale.
  • Uphold the company’s non-disclosure and confidentiality policies and agreements.
  • Work evening, weekend and holiday work hours as required.

Job-Specific Expectations

  • Determine costs and completion date. Communicate expected repair time to customer and cost prior to starting repairs / work.
  • Analyze progress to maximize efficiency and maintain high quality of repairs.
  • Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
  • Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
  • Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
  • Be available to aid technicians as appropriate if they have having trouble completing service work.
  • Produce accurate estimates for wreck and internal repairs.
  • Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
  • Start and finalize repair orders for warranty, customer paid, and internal repair.
  • Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
  • Be polite and friendly and greet customers promptly.
  • Conduct telephone transactions courteously, and quickly.
  • Provide excellent customer service for all customers whether external and internal.
  • Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
  • Notify customers promptly regarding any delays, changes, or additional work that is required.
  • When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
  • Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.
  • Maintain up to date technical qualifications (PHD and others) by completing all training programs as assigned by the Service Manager.

    • Qualifications & Job Requirements

  • Excellent communication and customer service skills.
  • Be an outgoing, energetic people person.
  • Professional personal appearance.
  • Ability to get along with broad customer base.
  • Knowledge and experience with servicing 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 and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.
  • Must possess valid driver's license with motorcycle endorsement.

    • Physical Requirements

  • 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 life 40 lbs. of material.
  • Must be able to operate office equipment including telephone, copier, fax machine, calculator, etc.
  • Must have the ability to routinely balance and push motor vehicles up to 950 lbs.

    • Working Conditions

  • Must be able to work indoors in air-conditioned areas as well as outside in the weather and elements.
  • Potential exposure to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in motor vehicle service department.
  • Occasionally exposed to exhaust fumes or other airborne particles.
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    Service Consultant • Tulsa, OK, US

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