Dealer Operations Representative II

Harley-Davidson Financial Services (HDFS) is a subsidiary of Harley-Davidson, Inc. that offers financial products and services to motorcycle enthusiasts and dealerships. The Dealer Operations Support Representative II provides technical support for HDFS Dealer Systems and serves as the first point of contact for system-related inquiries in an IT Helpdesk environment.

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

Skills

• High School Diploma or Equivalent 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
• 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

Benefits

• Bonus programs
• Health insurance benefits
• A 401k program
• Onsite fitness centers
• Employee discounts on products and accessories

Company Overview