Service Advisor

Service Advisor - N-5020-0004

, After Sales Services 17 January 2024

Job Description

Service Advisor endeavors to provide the best possible quality of service, which ultimately will serve to bring in new customer, ensures responsibility of the Service Reception are carried out according to the official service guidelines of each franchise.

Responsibilities & Duties

• Service Advisor is fully responsible for any commercial transaction for each vehicle under him. i.e., He is responsible for the down payment on pro-forma invoice or quotation, parking charges, storage of the vehicle, cannibalization of the vehicle.
• Greet and attends to the customer as they enter the service reception in a highly professional manner.
• Note down a fully detailed list of the customers’ requirements and complete a visual inspection of the car.
• Ensure that a test drive is carried out with the customer to determine the nature of the problem.
• During delivery, he discusses the invoice with the customer and ensures that all the items are covered.
• Inform the Workshop Manager about customer attitude where extra attention is called for under special circumstances.
• Issue a diagnosis report to the Workshop Manager for each vehicle and additional defects founds.
• With continuous training and regular updates from Service Information’s he ensures his knowledge is kept up to date.
• Ensure that the job card closure is timely and with proper documentation.
• Talk to the customer on the telephone to understand their requirements, to personalize the call, make the appointment and agree any mobility solutions (e.g., courtesy car) that will be provided.
• Complete the Repair Order (Job Card) to provide an accurate and complete record of customer’s requirements.
• Makes a reminder call to the customer before the appointment to confirm the requirement, recap on any agreed mobility solutions and establish if any additional work is required on the vehicle.
• Liaise with colleagues in the Workshop to understand the progress being made on the vehicle and any additional work that is required or changes to the time when the vehicle will be ready.
• Talk to the customer to explain the reason for any additional work and get their approval for the costs that are involved or communicate any changes to the time when the vehicle will be ready (dependable).
• Ensure that any requests from the customer are handled promptly and accurately so that the customer’s expectations will be met when they collect their vehicle.
• Ensure customer are fully satisfied and understood the job done and call the customer for follow up call after the customer received his vehicle.

 

Desired Experience:

• Minimum 3 years of experience.
• Automotive industry experience is a must.