Spirit Motorcycles – Triumph San Jose
San Jose, CA Full-Time In-Person
Spirit Motorcycles / Triumph San Jose, is looking for an experienced Service Writer to be the front line of our service department. You are the bridge between our customers and our technicians: the person who builds trust, sets clear expectations, and makes sure every bike that comes through our doors is handled with care, accuracy, and follow-through.
This is a relationship-driven role. We are looking for someone who genuinely enjoys talking with riders, takes pride in clear communication, and keeps the department organized and moving. If you know your way around a service drive and a dealer management system, we want to hear from you.
Required: Prior experience as a Service Writer OR a motorcycle / powersports / automotive Technician is mandatory. Applicants without hands-on service department experience will not be considered.
What You’ll Do
- Manage the digital scheduler for all service appointments and assign the right technician to each job.
- Create and maintain accurate customer repair orders (ROs) in DX1, our dealer management system, with consistent customer interaction throughout. Take pictures at all check-ins and identify recommended work.
- Make proactive daily outbound calls to customers who are due for service or who could benefit from current service specials.
- Follow up on notes from previous work orders flagging future work that still needs to be completed.
- Tag each bike and complete all required intake information at check-in.
- Review technician notes for additional or recommended work, call the customer for approval, and provide an accurate estimate before any work proceeds.
- When a customer declines safety-related work, have them sign a waiver confirming they understand the work was not completed and that it is a safety concern.
- Document in DX1 any declined work that should be addressed in the near future.
Build the Relationship
Great service starts with knowing the rider. We use a simple framework to guide every customer interaction:
Relationship – Record pertinent customer information including family, occupation, recreation, and motivation.
Acquire – Create the repair order for the customer’s initial concern and perform a walk-around inspection, building quotes for any additional work.
Close – Create additional estimate jobs based on technician findings and perform an active delivery over the phone. Greet clients and walk them to their bikes at pickup.
Entangle – Prepare each motorcycle for a proper delivery presentation – staged and cleaned. Explain the scope of work at the unit before charging, request a story, and invite the customer to bring a friend.
Additional Responsibilities
- Review new recalls and identify impacted units.
- Facilitate the daily service department “lineup” meeting – reviewing the day’s work and the work coming in the next day.
- Ensure every customer is followed up with at least twice per week whenever their bike is in the shop longer than three days.
- Coordinate with third-party vendors to verify and schedule work on custom customer motorcycles, ensuring everything is completed on time and ready for installation.
- Review open ROs weekly and escalate any concerning open ROs to the Service Manager or CFO.
What We’re Looking For
- Mandatory: prior experience as a Service Writer or as a motorcycle / powersports / automotive Technician.
- Comfort and confidence with a dealer management system; experience with DX1 is a strong plus.
- Excellent phone and in-person communication – you can explain technical work clearly and build genuine rapport.
- Strong organization and follow-through; you keep ROs accurate and nothing slips through the cracks.
- A customer-first attitude and a real passion for motorcycles and the riding community.
- Ability to thrive in a fast-paced service department and collaborate closely with technicians.
Why Spirit Motorcycles / Triumph San Jose
Join a passionate, rider-focused team at one of the area’s premier Triumph dealerships. You’ll work with great people, great machines, and customers who love what we do. If you take pride in delivering an outstanding service experience, we’d love to meet you.
To apply, submit your resume through Indeed. We look forward to hearing from you.
Pay: $56,022.92 - $67,468.46 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Work Location: In person
