Open Job Postings - Smoky Mountain Family of Dealerships

General Merchandise Associate - Rocky Top

Pigeon Forge, TN

Apply

GENERAL MERCHANDISE ASSOCIATE

Summary Description

Enhance the guest’s overall experience and provide excellent customer service by greeting and interacting with customers; provide superior customer service by offering assistance in finding the right product suitable for the customers and answer any questions they may have; maintaining fitting rooms; maintain a neat and clean sales floor in a visually appealing manner.

Key Result Areas

• Sales Department Operations

• Customer Service

Essential Duties and Responsibilities

1) Customer Service

• Greet customers promptly, in a courteous and friendly manner.

• Handle customer concerns reasonably to demonstrate commitment to excellent customer service and “Make Things Right”.

• Follow proper turnover procedures.

2) Retail Sales of General Merchandise

• Assist customers with their selection of merchandise.

• Provide prompt and accurate service at cash register.

• Maintain cleanliness and organization of sales floor and fitting rooms.

• Ensure merchandise displays are stocked, clean, dust free, and appealing to customers.

• Continuously maintain showroom product availability by stocking shelves and displays.

• Accept cash or credit card payments for merchandise purchases.

• Keep cash register accurate.

Secondary Duties and Responsibilities

1) Customer Service

• Ability to work with several customers at one time while maintaining individual customer satisfaction.

• Handle telephone transactions quickly, courteously and accurately.

• Notify customers when special orders or back-ordered items are received.

2) Retail Sales of General Merchandise

• Point out any sales, specials, or new merchandise to customers.

• Coordinate or participate in periodic physical inventory of all merchandise (counts, reports, etc.).

• Assist with set-up, organization, and staging of dealership special events.

• Sell additional services by pointing out availability of parts, accessories, and services.

3) Other Duties

• As assigned

Supervisory Responsibilities

• No Supervisory Responsibilities

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.

• Model superior customer service behavior for all interactions with customers and employees.

• Be prompt and available for flexible scheduling.

• Complete all training programs appropriate to your position as recommended by Harley Davidson or assigned by the department manager.

• Accept and follow direct instructions and work well with others.

• Have a commitment to developing a Sales Culture throughout the dealership.

Qualifications & Job Requirements

• Superior communication and customer service skills.

• Ability to get along with a broad customer base.

• Experience in merchandising, retail sales or customer service.

• Experience with Point-of-Sales and computerized inventory systems or the ability to learn them quickly.

• Standard computer skills with Microsoft platform preferred.

Physical Demands

• Occasionally required to bend, stoop, crouch, and reach.

• Frequently requires the ability to lift 20 or more pounds of material.

• Occasionally requires the ability to lift up to a 50 pound of material.

• Frequently requires the ability to stand and walk throughout work shift.

• Frequently requires the ability to move about the dealership.

Working Conditions

• Majority of work is conducted in a climate controlled indoor environment.

• Occasionally work is conducted at outdoor booth sales during special events.

• The noise level in the work environment is usually moderate.

• Occasionally works near moving vehicles.

• Occasionally, exposed to exhaust fumes.

Detailer - Rocky Top

Pigeon Forge, TN

Apply

DETAILER

Summary Description

Enhance the customer’s overall experience and provide excellent customer service through the cleaning and aesthetic care of motorcycles. Inspect the motorcycle surfaces and use cleaning supplies and equipment to ensure all areas of a motorcycle are detailed up to company standards or customer specifications.

Key Result Areas

• Service Department Operations

• Customer Service

Essential Duties and Responsibilities

1) Service Department Operations

• Uses various types of cleaning equipment (e.g., pneumatic and electric buffer, sander, etc.).

• Uses cleaning, protective, and restorative agents to maintain and enhance the motorcycle’s appearance.

• Wax, buff, and sand finished surfaces to remove scratches.

• Polishes paint surfaces, chrome, and aluminum surfaces.

• Perform minor touch up to paint.

• Clean and polish rim wheels.

• Condition vinyl and leather.

• Details motorcycle according to customer’s specific instructions.

• Moving and parking motorcycles in correct location.

2) Customer Service

• Greet customers in a courteous and friendly manner.

• Maintain cleanliness of work area and surrounding areas.

• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.

Secondary Duties and Responsibilities

1) Service Department Operations

• Attention to detail. Examine and clean no visible areas such as frame rails.

• Goal of making used bikes look their best.

• Complete documentation and tag motorcycles as required.

2) Customer Service

• Provide superior customer service to both internal and external customers.

• Spend the necessary time needed with each customer.

3) Other Duties

• As assigned

Supervisory Responsibilities

• No Supervisory Responsibilities

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.

• Model superior customer service behavior for all interactions with customers and employees.

• Be prompt and available for flexible scheduling.

• Maintain up to date technical qualification and training completing all training programs assigned by the Department Manager.

• Have a commitment to developing a Sales Culture throughout the dealership.

Qualifications & Job Requirements

• Superior communication and customer service skills.

• Ability to get along with a broad customer base.

• Detail oriented.

• Ability to follow both verbal and written instructions.

• Working knowledge of cleaning equipment and cleaning/polishing agents.

• Current, valid motorcycle license preferred.

Physical Demands

• Frequently required to bend, stoop, crouch, and reach.

• Occasionally requires the ability to lift 20 or more pounds of material.

• Occasionally requires the ability to balance and push up to a 1000 pound motorcycle.

• Frequently requires the ability to remain in a semi-stationary position throughout work shift.

Working Conditions

• The noise level in the work environment is usually moderate.

• Occasionally works near moving vehicles.

• Occasionally, exposed to exhaust fumes or airborne other particles

Motorcycle Enthusiast - Rocky Top

Pigeon Forge, TN

Apply

ENTHUSIAST

Summary Description

Enhance the guest’s overall experience and provide excellent customer service by greeting and interacting with customers; provide superior customer service by maintaining guest common areas; demonstrating knowledge of the families, models and types of motorcycles available; share knowledge of parts and accessories available for customizing; conduct VIP tours to guests; and provide tests rides for customers.

Key Result Areas

• Sales Department Operations

• Customer Service

Essential Duties and Responsibilities

1) Sales Department Operations

• Follow proper turnover procedures.

• Move motorcycles around to specific areas as instructed.

• Maintain cleanliness of motorcycles on sales floor and keep neatly arranged.

• Be knowledgeable of the families, models and types of motorcycles.

2) Customer Service

• Greet customers immediately, in a courteous and friendly manner.

• Maintain cleanliness of common areas including lounge, restrooms, other gathering areas.

• Perform VIP tours.

• Conduct test rides.

• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.

Secondary Duties and Responsibilities

1) Sales Department Operations

• Maintain alignment and organization of motorcycles on sales floor.

• Following the proper rotation, ensure bikes are plugged in to trickle chargers at closing and unplugged before store opens.

2) Customer Service

• Provide superior customer service to both internal and external customers.

• Sell additional services by pointing out availability of parts and accessories.

• Escort customers to different departments as necessary.

• Spend the necessary time needed with each customer.

• Assist with directions to area attractions and destinations.

• Prepare for customer appointments before customer arrives.

3) Other Duties

• As assigned

Supervisory Responsibilities

• No Supervisory Responsibilities

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.

• Model superior customer service behavior for all interactions with customers and employees.

• Be prompt and available for flexible scheduling.

• Maintain up to date technical qualification and training completing all training programs assigned by the Sales Manager.

• Have a commitment to developing a Sales and Service Culture throughout the dealership.

Qualifications & Job Requirements

• Superior communication and customer service skills.

• Ability to get along with a broad customer base and co-workers.

• Knowledge and experience with Harley-Davidson motorcycles and other products sold by the dealership, or the demonstrated ability to quickly learn them.

• Current, valid motorcycle license with clean driving record.

Physical Demands

• Occasionally required to bend, stoop, crouch, and reach.

• Occasionally requires the ability to lift 20 or more pounds of material.

• Occasionally requires the ability to ride, balance and push up to a 1000 pound motorcycle.

• Frequently requires the ability to stand and move about the dealership throughout work shift.

Working Conditions

• The noise level in the work environment is usually moderate.

• Frequently works near moving vehicles.

• Occasionally, exposed to exhaust fumes or airborne other particles.

Motorcycle Sales Associate - Rocky Top

Pigeon Forge, TN

Apply

SALES ASSOCIATE

Summary Description

Provide prompt, dependable, high quality, motorcycle sales to customers by using current, proactive, feature-benefit sales techniques.

Key Result Areas

· Motorcycle Sales

· Customer Service

Major Duties and Responsibilities

1)	Sales
	· Attain new and used sales quotas as agreed upon with the sales manager. · Use floor time effectively to meet customer needs and solicit sales of all products. · Present the features of all products to customers along with their benefits. · Show each customer advantages of products over competing brands. · Maintain the computerized inventory control system along with net profit objectives which eliminate the possibility of “lower than anticipated” profits. · Cross sell additional parts, accessories, HOG memberships, F&I products, Warranties & service contracts etc. with all new and used vehicles. · Maintain profit margin objective for all vehicle sales. · Follow procedures to ensure timely and proper completion of all paperwork. · Follow procedures for quick and efficient handling of warranty items, including tagging and proper storage of these items. · Introduce new customers to the service, parts, general merchandise and F&I departments and their personnel.
2)	Customer Service
	· Follow the C.U.S.T.O.M. sales process. · Greet customers immediately, in a courteous and friendly manner. · Handle telephone transactions quickly, and courteously. · Ensure customers are properly qualified for needs, wants, and ability to buy. · Practice a feature / benefit selling methodology so that all customers receive consistent treatment when doing business. · Use a common and consistent quotation methodology for vehicle sales, trade-ins and purchases. · Conduct a road test, and pre-delivery inspection prior to delivery to customer. · Ensure the delivery to customer is an “EVENT” which endears the customer to the dealership. · Contact customers using mailing lists, tickler files and personal follow-up to encourage additional sales and ensure customer satisfaction. · Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”. · Attend training sessions to keep current with sales techniques and sales department issues. · Cultivate prospects (e.g., showroom customer follow-up, phone-in inquiries, past owners, etc.).
3)	Other Duties
	· As assigned

Supervisory Responsibilities

· No Supervisory Responsibilities

Commitments

· Treat all employees and customers fairly, courteously, and with dignity.

· Model superior customer service behavior for all sales personnel by maintaining positive relationships with customers, employees GM and owner(s).

· Remain current with all Sales department training available by reviewing ProSell & P.A.C.E. tapes and attending seminars, workshops, and other related training programs assigned by the Sales Manager.

· Be prompt and available for flexible scheduling.

· Be honest and fair in all business dealings.

· Meet or exceed sales quotas on a regular basis.

· Continually learn more about the products and services you sell. Stay current on motorcycle trends and selling features.

Qualifications & Job Requirements

· Must have the ability to get along with a broad customer base.

· High energy level.

· Excellence communication skills and demonstrated “closing skills”.

· Knowledge and experience with sales of Harley-Davidson/Buell motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.

· Must be able to work effectively with all areas of the dealership to maximize both the buying experience for the customer and the profitability of the dealership.

Physical Demands

· The noise level in the work environment is occasionally loud.

· Occasionally requires the ability to balance and push a 1000 lb. motorcycle.

· Spend the majority of the day on your feet.

Working Conditions

· The noise level in the work environment is occasionally loud.

· Occasionally, exposed to exhaust fumes or other airborne particles.

Parts and Accessories Associate - Rocky Top

Pigeon Forge, TN

Apply

PARTS AND ACCESSORIES ASSOCIATE

Summary Description

Setup and maintain an appealing retail environment and assist all customers with their

shopping and purchase of parts and accessories merchandise.

Key Result Areas

• Service Department Support

• Customer Service

• Clean & Efficient Parts & Accessories Environment

• Sales Support / Customization Specialist

Essential Duties and Responsibilities

1) Service Department Support

• Process service technicians’ orders for parts.

• Assist service technicians in determining parts & accessories requirements for individual

jobs.

• Recommend related parts and accessories, which may be required for a job.

• Supply cost of parts information on repair orders.

• Write Request Orders (RO’s) for customers building or accessorizing their motorcycle.

2) Customer Service

• Provide excellence customer service to all of the dealership’s internal and external

customers.

• Greet customers immediately, in a courteous and friendly manner.

• Develop and share knowledge of all parts and accessories merchandise, parts history, and

motorcycle service.

• Must possess the ability to work with several customers at one time while maintaining

individual customer satisfaction.

• Handle telephone transactions quickly, and courteously.

• Assist customers with determination of parts and accessories requirements and research

merchandise in catalogues.

• Accept cash & credit card payments for merchandise purchases. Keep cash register

accurate.

• Handle customer complaints reasonably, showing empathy and a positive attitude, and

demonstrate our commitment to excellent customer service.

3) Clean & Efficient Parts & Accessories Environment

• Conduct or participate in periodic physical inventory of all merchandise (counts, reports

etc.).

• Ensure merchandise displays are stocked, clean, and appealing to customers.

• Become familiar and efficient with all phases of the computer system required for P&A

management.

Secondary Duties and Responsibilities

Service Department Support

• Interface with Service Technicians and ensure their Parts and Accessories needs are being

met.

• Assist service technicians in determining parts & accessories requirements for individual jobs.

• Maintain cleanliness of Parts and Accessories Department and keep inventory neatly stacked

and orderly.

Customer Service

• Assist Parts and Accessories manager with attaining retail sales and profitability plans in Parts

and Accessories.

• Must possess the ability to work with several customers at one time while maintaining

individual customer satisfaction.

• Point out any sales, specials, new merchandise and offer additional product that may

compliment the customer purchase.

• Maintain the written Request Order and keep customer informed on current status of

motorcycle.

• Follow Pathways process on all motorcycle deals.

Clean & Efficient Parts & Accessories Environment

• Maintain updated customer information in Talon.

• Become familiar and efficient with all phases of the computer system required for P&A

management.

Other Duties

• As assigned.

Supervisory Responsibilities

• No Supervisory Responsibilities

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.

• Be prompt and available for flexible scheduling.

• Maintain up to date technical qualification and training completing all training

programs appropriate to your position as recommended by Harley Davidson or

assigned by the Parts and Accessories Manager.

• Demonstrate a professional approach to customer service.

• Accept direction, follow instructions, and work well with other people.

Qualifications & Job Requirements

• Must have ability to get along with a broad customer base.

• Knowledge and experience with servicing of Harley-Davidson motorcycles, and

other products sold by the dealership, or the demonstrated ability to quickly learn

them.

• Experience with Point-of-Sale & computerized inventory systems or the ability to

quickly learn.

• Knowledge of motorcycle front end, suspension, and engine components and the

commitment to continually develop knowledge.

• Ability to look up parts and quote prices for parts using proper catalogue for

particular motorcycle.

Physical Demands

• The noise level in the work environment is occasionally loud.

• Frequently required to lift up to 20 lbs. of material.

• Occasionally required to bend, stoop, crouch, reach, and lift up to 50 lbs. of material.

• Frequently required to sit or stand throughout course of the work shift.

Working Conditions

• Indoor, climate controlled environment.

• Potential exposure to battery acid, gasoline, chemical cleaning materials or other

chemical agents commonly found in a motor vehicle service department.

• Occasionally, exposed to exhaust fumes or other airborne particles

Service Technician - Rocky Top

Pigeon Forge, TN

Apply

SERVICE TECHNICIAN

Summary Description

Repair, customize, maintain, or overhaul both customer and dealer owned motor vehicles as close to the allotted time schedule as possible with excellent quality.

Key Result Areas

· Service Department Operations

· Customer Service

Major Duties and Responsibilities

1)	Service Department Operations
	· Provide prompt, dependable, high quality, vehicle service to (internal & external) customers. · Complete repair work within the scheduled or allotted time period whenever possible. Continually improve this “efficiency” skill. · Maintain productivity (time spent working on billable jobs) as close to 100% as possible. · Accept work assignments from Service Writer/Manager. · Request parts for the job as early as possible when needs become known. · Perform service, repair and customization work in accordance to factory specifications. · Assist Service Writer, when requested, with writing up work orders, communication with customers, test riding, or any other issue which will help ensure customer satisfaction. · Notify Service Writer/Manager of additional work needed or any delays in expected completion as soon as they become known so that customer may be contacted and notified of the delay. · After job is finished ensure proper completion and filing of paperwork. · Keep work areas as clean as possible and assist others with maintaining shop cleanliness. · Maintain technical (PHD and other) qualification by completing any necessary training programs assigned to you by the Service Manager.
2)	Customer Service
	· Minimize come-backs and deal with them promptly and satisfactorily when they do occur. · Keep customers’ vehicle cleaner that when it was dropped of.
3)	Other Duties
	· As assigned.

Supervisory Responsibilities

· No Supervisory Responsibilities

Commitments

· Treat all employees and customers fairly, courteously, and with dignity.

· Model superior customer service behavior for all interactions with customers and employees.

· Be prompt and available for flexible scheduling.

· Maintain up to date technical qualification (PHD and others) by completing all training programs assigned by the Service Manager.

· Focus on quality.

Qualifications & Job Requirements

· Completion of a factory authorized training program such as MMI Service School or equivalent work experience

· Current Motorcycle license.

· Service Technicians need both basic and special tools to properly diagnose and service our products. All Service Technicians are required to own a set of tools within ____ days of hire. See list of required tools on page three.

Physical Demands

· The noise level in the work environment is usually loud.

· Requires the use of both hands.

· Frequently required to bend, stoop, crouch, reach, handle tools, and lift 25 lb. of material.

· Frequently requires the ability to balance and push a 1200 lb. motorcycle.

Working Conditions

· Frequently works near moving mechanical parts.

· Is potentially exposed 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.