Service Dispatcher

Motor City Harley-Davidson

Farmington Hills, MI

Farmington Hills, MI
30+ days ago


Job Title: Service Dispatcher

Department: Service

Supervisor: Service Manager

Summary Description

Primarily responsible for assuring quality service work, while maintaining a high level of productivity and efficiency for the entire Service Department. Issue service work to mechanics and maintaining the flow of service work through the Service Department.

Duties & Responsibilities

  • Assists Service Manager, in ensuring that service personnel are alert, well trained, and available when needed.
  • Ensure that technicians receive jobs based on skill level and current resource utilization.
  • Review work-in-progress to ensure quality and reasonable completion times.
  • Make estimates for internal work.
  • Perform necessary work on vehicles or components in accordance with time schedules.
  • Covers for the Service Manager in his absence as needed.
  • Follows dealership closing procedures as assigned by General Manager.
  • Greet customers immediately, in a courteous and friendly manner.
  • Handle customer complaints according to company guidelines: reasonably, showing empathy, exhibiting a positive attitude, and demonstrating our commitment to “make things right”.
  • Gain the trust and confidence of new customers when they are introduced to the Service Department.
  • Give special attention to repeat Repair Orders to ensure that the situation is corrected before it becomes a customer complaint.
  • Avoid making commitments that might not be met. It is better to under-promise and over-deliver
  • In conjunction with the Service Manager, establish technician work schedules that balance the workloads of all technicians.
  • In conjunction with the Service Manager, monitor and address all comebacks with individual technicians.
  • Establish departmental work schedules, balancing the work loads of all employees with the needs of the department.
  • Establish job assignments with the Service Manager for technicians within their skill levels.
  • Assist in observing employee performance and reporting findings to the Service Manager.
  • Perform other related duties as assigned or requested.

Supervisory Responsibilities

  • None

Qualifications & Job Requirements

  • Five years of progressive experience within the Service Department of a motor vehicle dealership or the ability to quickly learn the business operations.
  • Knowledge and experience in the sales of Harley-Davidson motorcycles and other products and services 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 based on experience with other software.
  • Maintain a positive attitude and relationship with all other employees.
  • Capable of pushing and loading motorcycles.
  • High school diploma or equivalent.
  • Valid driver’s license and motorcycle endorsement.
  • Passion for the motorcycling lifestyle and riding community.
  • Attention to detail. 
  • High energy level needed.
  • Ability to work a flexible schedule including weekends, Holidays, and evenings.
  • Proficient in meeting deadlines on a timely manner.

Physical Demands

  • Requires the use of both hands.
  • Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
  • Requires the ability to balance and push a 800+lb motorcycle.

Working Conditions

  • The noise level in the work environment is usually loud.
  • Potential exposure 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.
  • Frequently works near moving mechanical parts.