Open Job Postings - Smoky Mountain Family of Dealerships

Detailer - Thunderhead

Kodak, TN

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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

General Merchandise Associate - Thunderhead

Kodak, TN

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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.

Motorcycle Enthusiast - Thunderhead

Kodak, TN

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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 - Thunderhead

Kodak, TN

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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.

Service Advisor - Thunderhead

Kodak, TN

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SERVICE ADVISOR

Summary Description

Intakes customer vehicles, determine customer needs, schedules work, assigns jobs to service technicians and communicate job status to customer.

Key Result Areas

· Service Department Operations

· Customer Service

Major Duties and Responsibilities

1)	Service Department Operations
	· Assist Service Manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction. · Get accurate information from customers on concerns and complaints and state them plainly on a service work order so that a technician can easily diagnose them. · Accurately estimate costs and completion times at point of sale. Clearly communicate the information to the customer. · Assign jobs to technicians based on skill level and current resources. · Review work-in-progress to ensure quality and timeliness. · Occasionally assist technicians when they are having difficulty performing service work. · Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts before job starts (pick tickets). · Perform cashier functions, as needed. · Make estimates for internal ~~and wreck~~ repairs. · Open & close all customer paid, warranty, and internal repair orders. · Follow procedures for quick and efficient handling of warranty items, including and proper storage of warranty parts. · Become familiar and efficient with all phases of the TALON system and other computer systems required for service and parts tasks.
2)	Customer Service
	· Provide superior customer service to both internal and external customers. · Greet customers immediately, in a courteous and friendly manner. · Handle telephone transactions quickly and courteously. · Promptly notify customers of any changes, delays, or additional work needed. · Sell additional services by pointing out service specials or additional work needed. · Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”. · Give special attention to repeat repairs to ensure the situation is corrected. · Avoid making commitments which cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met. · Spend the necessary time needed with each customer. · Assist with follow up of work performed and Calling Reminders for appointments that are set up. · Prepare for customer appointments before customer arrives by reviewing old RO’s to identify potential upsells.
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 Service Manager.

· Have a commitment to developing a Sales Culture throughout the Service Department.

Qualifications & Job Requirements

· Superior communication and customer service skills.

· Ability to get along with a broad customer base.

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

· Experience with point-of-sale and Parts and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.

· Cur

Physical Demands

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

· Occasionally required to bend, stoop, crouch, reach, and handle some tools.

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

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

· Frequently requires the ability to sit/stand in a stationary position throughout work shift.

· Occasionally requires the ability to move about the dealership.

Working Conditions

· Occasionally works near moving mechanical parts.

· Frequently works near moving vehicles.

· Is potentially exposed to battery acid, gasoline or other chemical cleaning materials commonly found in a motor vehicle service department.

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

Parts and Accessories Associate - Thunderhead

Kodak, TN

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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

Parts and Service Consultant - Thunderhead

Kodak, TN

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Job Description

This dual-role position is essential in ensuring our customers receive top-quality service, from finding the perfect parts and accessories to managing their service needs. If you have a passion for Harley-Davidson motorcycles and enjoy delivering outstanding customer service, this is the opportunity for you!

Key Responsibilities:

Parts & Accessories Responsibilities:

Assist customers with identifying and purchasing the correct parts and accessories for their Harley-Davidson motorcycles.
Offer expert advice on product selection, including performance enhancements, customization options, and routine maintenance needs.
Maintain inventory levels, monitor stock, and organize parts displays to ensure a clean and customer-friendly environment.
Process orders, returns, and exchanges efficiently, while handling customer inquiries in-store and over the phone.
Keep up-to-date with the latest Harley-Davidson product lines, accessories, and trends to provide customers with relevant suggestions.

Service Advisor Responsibilities:

Act as the primary point of contact for customers seeking service and repairs on their Harley-Davidson motorcycles.
Listen to customers’ service concerns and provide clear, accurate advice regarding repairs, maintenance, and customization work.
Open, review, and manage work orders, ensuring all customer requests are documented properly.
Provide repair cost estimates, including parts, labor, and timeframes, and keep customers informed of progress throughout the service process.
Work closely with service technicians to relay customer concerns and ensure timely and accurate completion of work.
Schedule appointments and follow up with customers post-service to ensure satisfaction and build long-term relationships.

Requirements:

Experience: Minimum 1-2 years in a Parts Advisor, Service Advisor, or similar role, preferably within a Harley-Davidson dealership or motorcycle service environment.
Knowledge: Strong understanding of Harley-Davidson parts, accessories, and motorcycle repair processes.
Skills: Excellent communication, organizational, and multitasking abilities. Strong attention to detail and ability to work in a fast-paced environment.
Technical Proficiency: Experience with point-of-sale, inventory management, and service scheduling software.
License: Motorcycle endorsement (or willingness to obtain) is highly preferred.

Preferred Qualifications:

Previous experience in a Harley-Davidson dealership or motorcycle industry.
Passion for motorcycles, particularly the Harley-Davidson brand and lifestyle.
Ability to stay current with industry trends, new models, and product offerings.