Summary Description
Repair, customize, maintain, or overhaul both customer and dealer owned motor vehicles as close to the allotted time schedule as possible with excellent quality.
Major Duties and Responsibilities:
1) Service Department Operations
- Provide prompt, dependable, high quality, vehicle service to (internal & external) customers.
- Complete repair work within the scheduled or allotted time period whenever possible. Continually improve this “efficiency” skill.
- Accept work assignments from Service Specialist or designate.
- Request parts for the job as early as possible when needs become known and be aware of jobs/motorcycles waiting for parts and follow-up with Service Specialist.
- Perform service, repair, and customization work in accordance to factory specifications.
- Ensure equipment in mechanical room is safe, clean and functioning properly.
- Assist Service Manager, when requested, with communicating with customers, test riding, or any other issue which will help ensure customer satisfaction.
- Notify Service Specialist and/or Service 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.
- After job is finished ensure proper completion and filing of paperwork and ALL NOTES are included.
- Ensure that proper labeling and placement of warranty parts and customer take off parts is completed when the jobs are completed.
- Keep work area as clean as possible and assist others with maintaining shop and tool room cleanliness and washing motorcycles as required.
- Maintain technical (PHD and other) qualification by completing any necessary training programs assigned to you by the Service Manager.
- Maintain minimum efficiency, minimum productivity, minimum proficiency and w-time targets set by the Service Manager.
- Responsible for informing the Parts Department of the parts required for a repair.
- In the event of a comeback, take ownership and actively participate in the solution/fix.
- Keep up-to-date with service bulletins, tech tips, HDC information or service information portal.
- Solely responsible for knowing & understanding (as well as teaching the Apprentices) all special tools, service manual repair procedures and the use of proper process to complete repairs.
- Complete safety certifications adhering to all standards.
2) Customer Service
- Minimize come-backs and deal with them promptly and satisfactorily when they do occur.
- Give special attention to repeat repairs to ensure the situation is corrected.
- Keep customers' vehicle cleaner than when it was dropped off.
- Occasionally host technical seminars, as scheduled.
- Greet customers immediately, in a courteous and friendly manner.
- Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”. Be aware of warranty & return policies.
3) Other Duties, As Assigned.
Supervisory Responsibilities:
- Coach and offer support to Apprentice Technicians ensuring they learn quality, process and safety of repairs.
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.
Qualifications:
- Completion of a factory authorized formal training program such as Fairview, MMI Service School, or Ontario designation of Motorcycle Technician.
- 3 years experience in a Harley-Davidson service environment.
- Current GM driver’s license.
- Must be able to work independently with minimal technical supervision.
- Ability to operate fork lift.
- Able to respond quickly to a dynamic and changing environment.
- Efficient problem solving skills.
- Ability to learn new technology, repair, service procedures and specifications.
- Able to operate electronic diagnostic equipment.
- Capable of working individually and as a team.
Job Requirements:
- 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.
Physical Demands:
- 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 requires the ability to balance and push a 600+ lb. motorcycle.
- Working in standing position all day.
Working Conditions:
- 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.
- Overtime as required.
- Safety equipment will be required, e.g. steel-toed safety boots, safety glasses/goggles, etc.
Job Types: Full-time, Permanent
Pay: $65,000.00-$88,500.00 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
Experience:
- motorcyle technician: 3 years (preferred)
Licence/Certification:
- Class M Licence (required)
Work Location: In person
