Aftersales Executive

2 weeks ago

Petaling Jaya, Malaysia Motor Image Malaysia Sdn Bhd Full time

**Position description**

To support the aftersales manager in handling parts operation, warranty and WIP report. Provide instant support for service advisors and customer handling to increase customer satisfaction.

**Daily Deliverables**
- Greet customers with a positive, helpful attitude and assigned them to service advisors to be attended timely manner. To ensure consumables (seat covers set) are available at all times and are fitted into all customer vehicles.
- To ensure customers are attended to on time accordingly by a service advisor. Providing real-time scheduling support by booking appointments and preventing customers wait too long to be attended.
- To update and communicate with the service advisor on the progress of TR approval status to close the warranty cases
- To enforce all the SOP and guidelines to be followed by staff for the prevention of theft. Ensure all the cash collection was done properly and handover to the cashier immediately.
- To check, compile and report daily updates on unclose invoice progress to management, and obtain further advise if necessary.
- To make daily rounds to check on overnight cars and ensure the customer was updated by the service advisor with a new job completion time/promise time.
- Anticipate the needs of others in order to ensure their seamless and positive experience.
- To support any urgent job / special attention request from management

**Weekly Deliverables**
- To ensure common warranty items are well stocked and service advisor make an appointment for customer to complete the jobs
- To keep track of the Service Campaign not missed and arrange an appointment for the remaining open cases on the list. To communicate with the parts team to ensure replenishment and common parts are sufficient for weekly operation.
- Maintain high ethical standards and professionalism advice to Service Advisor or customer as and when required.
- To ensure parts are ordered promptly for customers and appointments are made to replace upon parts arrival.
- Plan with job controller to complete remaining WIP as per promise time to customer, providing proper support, including follow-up on parts delivery.
- To ensure QC was done properly to prevent come back job by counter-checking job card and actual work done.
- To ensure all the processes are followed strictly as set by the company.
- To ensure service advisors have closed and check-out all invoiced vehicles that have been delivered.
- To provide upselling reports and guide service advisors on the upselling products that need improvement.
- To monitor and guide Service Advisors on unclosed-job to be invoiced using the correct invoice type and amount.

**Monthly Deliverables**
- To conduct monthly service advisor review meetings on service advisor’s sales performance in order to increase revenue.
- To conduct a monthly review on outstanding WIP cases in order to increase efficiency to improve customer satisfaction.
- To conduct an audit on unclosed invoices and repair orders that have been invoiced but not yet check-out to ensure all jobs are completed according to SOP.
- To review service advisors' performance based on sales performance and provide countermeasures or recommendations for improvement.
- To review parts team performance based on timely parts ordering, checking on ordered parts before receiving parts.
- To check on parts picking slip to ensure all parts charged out are recorded according to SOP. To ensure all the parts delivery orders are filled properly after receiving.
- To discuss with the job controller on the service intakes to prevent overloading the workshop with a proper workshop load plan.
- To conduct the audit for service advisors and parts team (discipline and compliance of processes) and send monthly reports to the aftersales manager.
- To ensure monthly target throughput and revenue given is met.
- To monitor outstanding customer complaints to ensure customer requests are being followed up.

**Salary**: RM3,800.00 - RM4,800.00 per month

**Benefits**:

- Additional leave
- Free parking
- Opportunities for promotion
- Parental leave

Schedule:

- Day shift

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (preferred)

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