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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