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.