Service Consultant - Vancouver, Canada - Trev Deeley Motorcycles

Trev Deeley Motorcycles

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Trev Deeley Motorcycles is currently recruiting for a Full-Time Service Advisor to start immediately. At Trev Deeley Motorcycles, we carry a world-class brand and have been in business for 100+ years.

SUMMARY DESCRIPTION

The Service Consultant assists the Lead Service Consultant and Service Manager in maintaining a smooth-running, efficient service department, with a high degree of customer satisfaction.

This position is responsible for communicating with customers and technicians with the ability to understand motorcycle repairs and sell appropriate products.

KEY RESULTS AREAS

Greet all customers immediately, in a courteous and friendly manner.
Understand Technician's reporting accurately, and clearly describe the problems on the repair order.
Estimate costs and completion times, clearly communicating them to the customer.
Sell additional products and services by pointing out service specials or additional work required.
Assist customers in customizing the bike to their wants and needs both in looks, comfort and performance, therefore having a keen understanding of the available products and their use.

MAJOR DUTIES AND RESPONSIBILITIES
- "QC" bike as described in protocol manual using the Quality Check form, for each bike received into service department.

Summarize and describe customer concerns and work requests accurately and clearly.
Determine correct part numbers on repair orders, when necessary, with help from Lead Service Advisor where needed, and communicate to Parts Department a list of parts needed to be prepicked before work is started.
Determine correct labour time(s) for specific jobs with the help of the Lead Service Advisor, Service Manager and Senior Technicians when relevant.
Advise Service Warranty Administrator immediately if concerns involve factory warranty, the Extended Service Plan, ICBC or private insurance.
Keeping the customer updated with their work order progress regardless of progress. No change yet, is still an update.
Notify customers honestly and immediately of any changes, delays or additional work needed while obtaining authorization to perform those repairs. Reset expectations with customer when changes from original commitments occur.
Handle customer complaints reasonably, showing empathy and a positive attitude.
Prepare and close out repair work orders and parts invoices.
Give special attention to repeat repairs, to ensure the situation is corrected in a timely manner.
When making time commitments to customers, be sure to "under promise and over deliver."
Assign jobs, with input from Lead Service Advisor to technicians based on skill level and current resource utilization.
Review workinprogress tracking sheets to ensure quality and timeliness daily.
If there is a concern with quality of the repair, inform the Lead Service Advisor
Be prepared to prebook next appointments when customers pick their bikes up.
Schedule detailer workload, giving the Detailer adequate time to complete requested services.
Inspect bike after detailer delivers bike to service area, doing final "QC" per protocol manual before customer arrives for bike.
Explain work orders in detail to customers upon delivery of their vehicles and answer all questions.
Communicate with customer about how they would like to receive or dispose of their "takeoff" parts.
Perform followup customer calls within one week of customer pick up.
Monitor and process monthly storage fees as directed by Lead Service Advisor.
Update backordered parts and received parts, per daily list from parts department.
Perform cashier functions as needed.
Attend training sessions as required.
Join department meetings when scheduled.
Control costs wherever possible.
Ensure front service lobby is always organized, neat and tidy.
Keep an updated, well merchandised front service area for product displays, addon sales and signage.
Assist in development of marketing ideas for the Service Department.
Schedule truck and trailer for pick up or delivery of customer bikes as required.
Support store events, promotions, and our local HOG chapters.
Keep an organized and tidy work station.
Perform other functions as required or assigned.

QUALIFICATIONS AND JOB REQUIREMENTS

Treat all employees and customers fairly and professionally.
Demonstrate superior customer service behavior and maintain positive relationships.
Possess a high degree of attention to detail, organizational and followup skills.
Be honest and fair in all business dealings.
Extensive knowledge of Harley-Davidson motorcycles, Harley Davidson parts & accessories and related items.
General understanding of available aftermarket parts and accessories.
Understanding of service schedules, service requirements, warranty policy and extended warranty program.
An ability to deal with customers in a polite manner, in sometimesdifficult situations.
Ensures that packaging, wast