Before Service Prospecting – Proactively prepare for and make customer contacts.
- Create and work with customer calling lists
- Contact and call customers regarding current campaigns, to book next visit, offer repairs etc.
- Analyze Maintenance plans and make recommendations to customers
- Analyze remote diagnostics
- Record outcome of calls and visits
- Request and verify Maintenance plans
Before Service Sales – Contribute to services sales by analyzing customer needs and actively interact with them to find optimal solution.
- Listen to and identify customer needs
- Analyze Maintenance plan and recommend actions on deviations
- Perform trouble shooting according to checklists
- Give advice to customers
- Argue for suitable Maintenance solution
- Define the work to be done and create preliminary work order
- Book and organize customers workshop visits
- Check work order content and workshop resource planning
- Confirm that colleagues understands the work order
- Secure appointment with customer
Before Service Workshop scheduling - Contribute to the utilization of the workshop and its capacity by planning the work to be carried out.
- Create necessary time reservation
- Verify that resources are allocated for the work to be carried out
- Cooperate with other departments to coordinate all necessary work for the customer
- Contact and call 3rd party when necessary
- Arrange for sub supplier jobs
- Take part in and contribute to the daily pulse meetings
- Participate in workshop management weekly meeting
During Service Customer workshop care – Take care of customer during work to ensure satisfaction.
- Receive the customer upon arrival
- Verify content of appointment
- Take over the vehicle from customer
- Offer customer additional work and/or parts
- Continually communicate with customers in case of changes or problems
- Open the work order
- Handle customer requests
After Service Vehicle Return – Form long term relationships with customers when returning vehicle through clear and active communications.
- Close the work order
- Issue all necessary invoice
- Explain to the customer the work that has been performed
- Recommend additional work that may be required
- Book the next appointment
- Hand over the vehicle to customer
- Register customer feedback
Administrative support and coordination – at workshop level
- Respond to general administrative enquiries and clerical support.
- Prepare the allowances for the technicians.
- Administer employee files and records of benefits and allowances.
- Maintain financial files and records.
- Manage the filing, storage and safety of the documents.
- Perform other related duties as required.
- Assist with all visitor/customer visitations and directing them to the correct channels.
- Maintain a safe and clean reception area by complying with procedures, rules and regulations.
- Provide information on missed calls and information on messages/notes to relevant staffs in a timely manner.
- Contributes to team success by completing designated tasks.
