Dealer Operations Representative II

Harley-Davidson Motor Company
36,200 - 54,300
401(k), relocation assistance
United States, Nevada, Reno
Apr 17, 2026
Auto req ID:53164 Title:Dealer Operations Representative II Job Function:Call Center Location:RENO Workplace Category:Hybrid 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 aDealer 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 High School Diploma or Equivalent Required 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 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. The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of 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% Pay Range:36,200 - 54,300 Visa Sponsorship: This position is not eligible for visa sponsorship or visa transfer Relocation: This position is not eligible for relocation assistance #LI-HDFS