Service Advisor / Reno Harley-Davidson

Key Responsibilities

• Greet every customer quickly, professionally, and with energy
• Build trust and rapport to create long-term customers
• Clearly communicate service needs, timelines, and expectations
• 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
• Act as the main point of contact between customer and technician
• Maintain repair progress and keep customers informed
• Manage multiple jobs at once without losing control of the process
• 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
• Work closely with technicians to maintain productivity and efficiency
• Cook with the 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