Service Advisor / Reno Harley-Davidson

Service Advisor

Reno Harley-Davidson

Position Overview

We’re looking for a high-performing Service Advisor who can own the customer experience and drive service revenue. This is a sales position inside the service department—you are the bridge between the customer and the shop, responsible for maximizing every opportunity while delivering a premium Harley-Davidson experience.

Key Responsibilities

Customer Experience & Relationship Building

• Greet every customer quickly, professionally, and with energy
• Build trust and rapport to create long-term customers
• Clearly communicate service needs, timelines, and expectations

Service Sales & Revenue Growth

• Write detailed repair orders and accurately document customer concerns
• Recommend maintenance, upgrades, and additional services based on rider needs
• Present estimates confidently and close service sales
• Drive higher RO values through effective upselling and education

Workflow & Communication

• Act as the main point of contact between customer and technician
• Monitor repair progress and keep customers informed
• Manage multiple jobs at once without losing control of the process

Delivery & Final Impression

• Review completed work with customers at pickup
• Ensure every bike is delivered clean, complete, and ready to ride
• Reinforce value of service performed to drive future visits

Department Coordination

• Work closely with technicians to maintain productivity and efficiency
• Coordinate with parts department to ensure availability and speed
• Support overall service lane flow and organization

Requirements

• Previous Service Advisor or automotive/motorcycle service experience preferred
• Strong sales ability—comfortable recommending and closing services
• Excellent communication and customer handling skills
• Ability to work in a fast-paced, high-volume environment
• Motorcycle knowledge or passion strongly preferred

Performance Expectations (KPIs)

• High customer satisfaction scores (CSI)
• Strong average repair order (RO) value
• Consistent upsell conversion
• Efficient workflow with minimal delays
• Repeat business and customer retention

What Winning Looks Like

• Customers trust you and return specifically to work with you
• You consistently hit and exceed sales targets
• Technicians stay productive because your workflow is tight
• Every customer leaves understanding the value they received

Why This Role Matters

This is a revenue-driving position. A strong Service Advisor increases shop output, boosts profitability, and builds long-term customer loyalty.

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