Representative II Dealer Operations - Remote


Reno, NV, US

Auto req ID: 17647 
Title: Representative II Dealer Operations - Remote 
Job Function: Customer & Dealer Operations 
Location: RENO 
Company: Harley-Davidson Financial Services 
Full or Part-Time:Full Time  


Harley-Davidson Financial Services (HDFS), a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. Products available to consumers include financing on motorcycles, MotorClothes™, and parts and accessories; cycle insurance; and extended service plans for Harley-Davidson® motorcycles.


You’ll play a pivotal role in helping us create the company we want to be. And for our employees and H-D community it’s done through being fair, honest, positive and creative. This isn’t just any company. And yours isn’t just any career. It’s part of your story. Ride with us and make it legendary.


HDFS’ Reno, Nevada office serves as one of the Company's two operations centers. HDFS first established its roots in 1992 in Nevada. It is also home to Eaglemark Savings Bank, the Company’s lending institution, where all loans are funded. Reno employees represent the loan origination and servicing business units including Collections, Funding, Underwriting, Dealer Services, and HDFS’ Cycle Insurance business unit. There are also employees who work in Accounting, Legal, Global Information Services, Risk, Enterprise Project Management, and Compliance who call this office home. Join our team as a Representative II Dealer Operations - Remote.


Job Summary
Responsible for Technical Support of the HDFS systems (Menu Link, Deallink, eSignature, and H-D Visa) provided to the Harley-Davidson dealer network.  As primary “first contact” technical support, this position is the first hand-off for all “emergency/immediate” support issues and Dealer User Account Administration. Documents and escalates issues for resolution. This position also provides spot training for users as appropriate.

Job Responsibilities:
•    Support inbound dealer questions and trouble shoot process/system related issues as they arise.
•    Provide thorough documentation of all incoming support calls.
•    Participate in project execution of new/existing dealer facing systems including testing and support.
•    Responsible for following the Dealer Operation Support escalation process.
•    Maintain up-to-date knowledge of all H-D dealer facing systems. 
•    Assist in the dealer user account administration of the Deallink, HDFS OSC, OFC, and H-D Visa systems.
•    Develops and revises specialized technical training for HDFS dealer systems as it relates to the Representative position
•    Has authority to contact 3rd party vendors regarding Provider Contract inquiries and/or corrections


Education Requirements
•    H.S. Diploma required


Experience Requirements

•    2 years previous experience as DOS Support Representative
•    Experience with Microsoft Office and general computer knowledge
•    Experience in PC troubleshooting
•    Experience in a help desk environment supporting end users
•    Strong customer relations skills.
•    Strong written and interpersonal communication skills.
•    Basic analytical and problem solving skills. Capable of proactive efforts in seeking solutions to problems.
•    Able to handle mixed range of simultaneous activities.

•    Experience in training end users
•    Intermediate Microsoft Excel knowledge


Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.


We offer an inclusive compensation package for all full-time employees including, but not limited to, bonus programs, health insurance benefits, a 401k program, onsite fitness centers, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here


Applicants must be currently authorized to work in the United States. 


Direct Reports: No  
Travel Required: 0 - 10%  
COVID-19 Vaccine Required: No  
Visa Sponsorship: This position is not eligible for visa sponsorship  
Relocation: This position is not eligible for relocation assistance

Nearest Major Market: Reno
Nearest Secondary Market: Tahoe

Job Segment: Operations Manager, Compliance, Technical Support, Help Desk, Information Technology, Operations, Legal, Technology