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Service Writer – Harley-Davidson

Job Title: Service Writer – Harley-Davidson
Contract Type: Full Time
Location: Egypt
Industry:
Salary: Competitive
Contact Name: Peter Ihab
Contact Email: peter.ihab@smg.com.eg
Job Published: March 18, 2018 07:11

Job Description

Job Responsibilities:
  1. Ensure both internal and external customers are dealt with promptly and courteously to achieve the highest level of customer service.
  2. Interpret both external and internal customer needs and supply advice and guidance to customers by thorough knowledge of the product to maximize labour sales and productive efficiency without compromising the quality of the work delivered.
  3. Accompany customers and diagnose problems on road tests where appropriate.
  4. Advice customers of any additional work found necessary on motorcycles being worked on.
  5. Ensure that all reception-booking procedures are carried out as laid down by the Dealership and the Franchise.
  6. Maintain good customer relationships and resolve any problems, which may arise immediately, enlisting the advice and assistance of the Dealership Management if necessary, so inspiring customer confidence and to assist in efficient workshop loading, resulting in the highest level of customer satisfaction.
  7. Interpret and diagnose faults as accurately as possible by encouraging the customer to give the maximum level of detail.
  8. Record details of the work to be carried out on customer’s vehicles ensuring clarity of information and accuracy of administration.
  9. Maintain the daily workshop loading chart/diary and maintain a close contact with the workshop regarding job progress.
  10. Keep the customer informed of job progress at all times and advise the customer of extra work required. Supply estimates for repairs required and gain customer authorization, to maximize sales and ensure customer satisfaction and retention.
  11. Maintain close liaison with the Technical/Service Administrator and assist with the costing of cash and credit jobs.
  12. Present the Repaired/Serviced Motorcycle to the customer in a clean and acceptable condition together with the invoice.
  13. Resolve any queries, which may arise from customers and collect payment from customers who do not have an established credit account before releasing the Motorcycle.
  14. Answer General Queries at the reception desk and or on the telephone to minimize response times and promote the reputation of the Dealership and the franchise.
  15. Ensure that the usual trading terms, e.g. discount levels, credit status, Insurance eligibility, and payments procedures are adhered to at all times and comply to Dealership and franchise standards.
  16. Input/extract information from the computer system to an accurate standard.
  17. Ensure that the work area is kept neat and tidy and free from congestion to ensure all aspects of health and safety regulations and safe working practices are carried out, reporting any hazards to the Technical manager.
  18. Attend training courses as required to meet Dealership and personal training needs as identified by the Technical Manager to ensure knowledge and skills are updated in line with business and personal needs.
  19. Gain knowledge of all the services offered by the Dealership to a level, which enables customer enquiries to be directed to the correct department.
  20. Participate in the Dealership performance appraisal process as required by the Technical Manager.
  21. Attend Technical/Service review meetings as and when required by the Technical Manager.
  22. Report all customer complaints and compliments immediately to the Technical Manager and ensure they are recorded and handled to the mutual satisfaction of the customer and the Dealership.
  23. Exceed customer expectations achieving customer satisfaction, maximum customer retention, leading to consistently high customer satisfaction index (CSI) results.
  24. Present a highly professional image of the company and all Harley-Davidson products at all times.
  25. Answer telephones promptly and in a courteous manner within two rings. For external calls provide the name of the company and your name and for internal calls the name of the department and your name.
  26. Respect and support at all times the company’s security and property.
 
Knowledge, Skills &Experience:
  • University degree.
  • Excellent English.
  • Excellent computer skills.
  • 1 – 2 years of experience in a relevant position.
  • Knows how to ride motorcycle is a plus.
  • Communication skills.