Annex I
Title : Service Advisor
Reporting to : Service Manager
Main Purpose of Job :
The SA coordinates and schedules the service/repair work. She/he receives the vehicle and feedback from the customers. She leads the customer-orientated service process and is at the same time a diplomat, co-ordinator and technical expert. As the main contact person, he deals with orders, sees every customer contact as a professional challenge and feels personally responsible for any problems a customer might have until the problems are solved
Duties & responsibilities:
· Co-ordinate with Deputy After-Sales Manager/Service Workshop Executive to maximize the booking of cars for daily repairs or service.
· Attend to customer’s enquiries and requests using service reception/dialogue bay with greeting to customers as well for repairs/service and issuing job cards accordingly for proper documentation.
· Checking for open campaigns (workshop or recall) via PIWIS info.
· To act according to the principles of the core processes of After Sales.
· Monitoring the progress on the repairs/ service and keep customer updated of the status on the repairs of their car.
· Provide quotations for repair of customer’s car including body/paint repair jobs.
· Attending to surveyors from insurance company conducting surveys on accident cars related to insurance claim (SA for accident and body/paint repairs )
· Communicating with customers for approval to carry out additional repairs on their cars whenever necessary.
· Liaise with workshop quality controller after completion of repairs to ascertain the quality of the job done before contacting customer for the collection of their cars.
· Closing of job card and prepare service invoices with explanation of any outstanding matters on vehicle to customers and arranging for the return of the customer cars.
· Maintain cordial relationship with all customers and to promote Service Tequipments and PDS items to customers.
· To keep After-Sales Manager informed of any issue or problems that are encountered in the course of daily work.
· Ensuring the vehicles is parked properly in the assigned area and all keys are kept in the key box.
· To complete all survey form by customer and submit to Service Assistant (Customer Satisfaction Survey forms).
· Update customers when their special ordered parts have been received by the parts department.
· To carry out any other duties that may be assigned to you from time to time by the Management.
