Service Advisor / Reno Harley-Davidson

Service AdvisorWe'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 ResponsibilitiesCustomer Experience & Relationship BuildingGreet every customer quickly, professionally, and with energyBuild trust and rapport to create long-term customersClearly communicate service needs, timelines, and expectationsService Sales & Revenue GrowthWrite detailed repair orders and accurately document customer concernsRecommend maintenance, upgrades, and additional services based on rider needsPresent estimates confidently and close service salesDrive higher RO values through effective upselling and educationWorkflow & CommunicationAct as the main point of contact between customer and technicianMonitor repair progress and keep customers informedManage multiple jobs at once without losing control of the processDelivery & Final ImpressionReview completed work with customers at pickupEnsure every bike is delivered clean, complete, and ready to rideReinforce value of service performed to drive future visitsDepartment CoordinationWork closely with technicians to maintain productivity and efficiencyCoordinate with parts department to ensure availability and speedSupport overall service lane flow and organizationRequirementsPrevious Service Advisor or automotive/motorcycle service experience preferredStrong sales ability—comfortable recommending and closing servicesExcellent communication and customer handling skillsAbility to work in a fast-paced, high-volume environmentMotorcycle knowledge or passion strongly preferredPerformance Expectations (KPIs)High customer satisfaction scores (CSI)Strong average repair order (RO) valueConsistent upsell conversionEfficient workflow with minimal delaysRepeat business and customer retentionWhat Winning Looks LikeCustomers trust you and return specifically to work with youYou consistently hit and exceed sales targetsTechnicians stay productive because your workflow is tightEvery customer leaves understanding the value they receivedWhy This Role MattersThis is a revenue-driving position. A strong Service Advisor increases shop output, boosts profitability, and builds long-term customer loyalty.