Service Advisor

Job Description:

• Responsible for customer contact
• 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 at the
• appropriate location
• 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:

• Ensures supervisors are aware of the importance of conformance to ESH policies and procedures and with the requirements of the ESHMS.
• Ensures supervisors are aware of their legal obligations and need to demonstrate legal compliance.
• Ensures supervisors are aware of the ESH consequences, actual or potential, of their work activities and the benefits of improved personal performance.
• Ensures supervisors are aware of the ESH consequences of not complying with the Divisional/BU/OU procedures.
• Implements, monitors and continually improves all ESH related plans procedures and work instructions by encouraging the active participation of supervisors.
• Ensures responses to incidents, non-compliances/non-conformities are effective and provides sufficient and credible information to enable the accurate determination of causes and responds to investigation results to ensure lessons are learnt.
• Provide direction in the event of an emergency situation.

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.