Motorcycle Technical Support/Sales Tech

Daytona Beach, FL

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Job Description

Primary Purpose of the Position

This position is responsible for Explaining technical aspects of motorcycles repairs and customization through addition of parts and accessories to customers via phone or in person.

 

Reports to

     Contact Center Supervisor

 

Department

    Contact Center

 

Key Areas of Responsibility

  • Customer Service & Sales
  • Technical Advice & Fitment
  • Order Processing
  • Problem Resolution

 

Essential Duties & Responsibilities

  • Describes to customer specifications, parts and accessories offered through J&P Cycles catalog and other vendors.
  • Assists customers with questions pertaining to fitment of parts purchased from J&P Cycles, and identifies appropriate J&P parts required for repairs/desired modification.    
  • Processes/prepares responses to customer correspondence received through the Tech email port via the Internet.    
  • As requested, assists in the update and maintenance of catalog/web site part fitment information and other projects requiring Technical staff.
  • Maintains and updates technical knowledge of the latest parts, service updates, and accessories by reviewing industry periodicals and web sites.    
  • Assists other technicians and sales staff with projects and questions.
  • Provides technical support/training to non-technical sales staff.    
  • Talks with customers via phone, email or in person in a professional & courteous manner, using the computer to:
    • Look up records and enter/update customer information.
    • Process sales orders for parts and accessories.
    • Process catalog requests.
    • Answer customer questions and deliver customer service.
    • Determine and communicate prices for parts requested.
    • Process change of address information.
    • Process order cancellations and changes.
  • Regularly solicits sale of feature, cross-sell, and up-sell products to customers, including Gold Club Memberships.
  • Completes any follow-up necessary to ensure complete and accurate customer service.
  • Displays and understanding of and the ability to process International orders.
  • Displays an understanding of and the ability to resolve returns type inquiries.
  • Addresses complaints and customer concerns and bringing them to the attention of assigned Supervisor for further investigation and consideration.  Resolves customer service issues within a $50 level of authority.
  • Displays the ability to control calls, and meet/exceed customer needs and expectations.  Also displays good judgment by enlisting the assistance of supervisor or mentor help when required.
  • Demonstrates flexibility in work schedule.
  • Possess a general understanding of all motorcycle types, to assist, when needed, in areas other then technician’s specialty.

 

Educational and Experience Requirements 

A graduate of a certified school for Harley-Davidson or Metric technicians and/or have a minimum of two years of experience repairing Harley-Davidson or Metric motorcycles is required for this position.  Previous experience as a mechanic is preferred.

 

Other Special Requirements

  • Effective verbal and written communications skills
  • Strong interpersonal and organizational abilities.
  • Basic computer skills and knowledge of MS Word and Outlook
  • Strong overall knowledge of motorcycle parts and accessories