Service Advisor (Ara Branch)

Job Responsibilities

• Responsible for securing regular customer relation
• Responsible for workshop working to capacity
• Responsible for organizing customer reception and flow of work
• Responsible for the workshop’s image
• Responsible for the workshop’s parts turnover
• Complies daily works and job plans using the reservations and appointments form for ford service reception (DCRC), in so doing determines the workshop capacity available on the basis of mechanic units
• Supervise the exhaustion of workshop capacity
• Professionally deal with Insurance Company (for Insurance jobs)
• Carry out service advice at the car together with the customer
• Attend to customers once DCRO has directed them to job holder
• Inquire for concerns with the vehicle
• Do a personalized inspection of vehicle with customer
• Note and record all customers’ comments regarding the vehicle
• Organize test drives to ensure correct diagnosis by a Service technician and workshop master technician
• Create complete and detailed orders with vehicle data, diagnosis, estimated Standard Repair Time and working hours, completion date, scope of costs (detailed description of faults (original statements by customer))
• Check parts availability prior to start of repairs
• Offer accessories and lifestyle products, as well as the services of the dealership within the framework of the advice discussion
• Advise in handling accident damage
• Sell services not yet performed (telephone offers)
• Ensure customer mobility
• Obtain customer approval for extensions to orders and provide this information to the workshop
• Check and approve the complete and correct invoicing for services
• Observance the applicable Terms and Conditions of Repairs
• Perform final approval with test drive and check of invoice
• Explain the invoice to customer
• Hand over the car to the customer
• Make follow up calls to customers and inquire about services provided after the service has been completed
• Provide information on prices and agree schedules
• Assess warranty and goodwill applications from both a professional and technical point of view
• Agree on payment terms with the customers, according to principles established with the management
• Record vehicle data for the customer file
• Draw up findings reports in the case of repairs not carried out
• Make cost estimates taking all in, prices and maintenance into account
• Organize regular demand-oriented telephone prospecting for services
• Pass on information to Parts Sales to optimize parts supply
• Organize and check product recall campaigns
• Prepare invoice orders
• Responsibility for Environment, Safety and Health to ensure a safe working environment for all employees, whilst complying with local legal requirements

Safety & Health (ESH) Accountabilities

Education / Professional Qualification

SPM / STPM / Diploma in Automotive Engineering or Mechanical Engineering

Professional Experience

Experience as technician in the automotive industry will be an added value

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