Dealer Operations Representative II

Job Summary

The Dealer Operations Support Representative II provides proficient technical support for the Harley-Davidson Financial Services (HDFS) Dealer Systems, including Menu Link, Deallink, eSignature, H-D Visa, Online Fulfillment Center, H-D Marketplace, and Passtime/GPS. This role serves as the first point of contact for system-related inquiries in an IT Helpdesk environment, and supports the H-D Dealer Network in the US, Guam/Puerto Rico, and Canada. Responsibilities include providing first-call resolution, accurately documenting support calls, escalating complex issues, offering targeted technical training, and serving as backup in fulfilling orders within the HDFS Online Fulfillment Center.

Job Responsibilities

• Respond knowledgeably to support questions and technical issues across all core HDFS Dealer Systems.
• Provide precise troubleshooting for all HDFS Dealer System issues, including Protection Product providers, and collaborate with third-party providers for timely resolution.
• Serve as the primary contact for problem resolution, ensuring prompt support and accurate documentation of issues and troubleshooting steps.
• Develop and maintain positive relationships with leadership, stakeholders, vendors, end users, and colleagues.
• Manage user account administration in the HDFS Dealer Systems and verifying users eligibility for system access.
• Escalate complex issues or system outages as needed to higher authorities.
• Provide targeted technical training to end users, educating dealers on system functionality and Protection Products.
• Identify when additional dealer training is needed and escalate requests to the appropriate authority.
• Conduct audits of existing training materials developed by colleagues used to ensure accuracy, relevance, and effectiveness for both internal staff and end users.
• Recommend updates to the team’s knowledge repository, the online REV Guide, to ensure the information remains current and comprehensive.
• Participate in the execution and testing of projects related to new or existing dealer-facing systems, including bi-monthly system testing and Protection Product rate testing.
• Stay current on all HDFS Dealer Systems through continued coaching and training.
• Engage with third-party vendors to address Provider Contract inquiries and corrections.
• Activate dealer H-D Visa platforms within the loan origination system.
• Monitor the inbox for service requests from the Funding Department for DocuSign Envelopes and take appropriate action.
• Serve as a backup for managing, tracking, and auditing orders for marketing materials in the HDFS Online Fulfillment Center.
  Perform other duties as assigned.
• Assume additional responsibilities associated with advancement to the next level.

Education Requirements

Education Specifications

High School Diploma/GED Required

Experience Requirements

Required

• 1 to 2 years of experience with HDFS Dealer Systems, Dealership, or IT Help Desk Experience
• Understanding of HDFS, Dealer operating systems, and applications
• Excellent written, verbal communication, and interpersonal skills
• Proficiency in Microsoft Windows Desktop and Microsoft Office Applications
• Basic analytical and problem-solving skills, with the ability to proactively seek solutions 
• Ability to manage multiple simultaneous activities and adapt quickly to changes.
  Awareness of key HDFS services and support tools, techniques, and how systems are used within the H-D Dealer Network.

Preferred

• Experience in PC troubleshooting and strong diagnostic skills
• Experience in a Help Desk environment and supporting end users
• Proficient in using Microsoft Windows Desktop
• Advanced proficiency in Microsoft Windows Desktop and Microsoft Office Applications