Dealer Operations Representative II
Harley-Davidson Motor Company, Reno, NV, United States
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.
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 verify 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 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 High School Diploma or Equivalent Required
Experience 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
Benefits 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.
Pay Range $36,200 - $54,300
Equal Employment Opportunity 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.
Applicants must be currently authorized to work in the United States.
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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 verify 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 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 High School Diploma or Equivalent Required
Experience 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
Benefits 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.
Pay Range $36,200 - $54,300
Equal Employment Opportunity 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.
Applicants must be currently authorized to work in the United States.
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