Title:  Sr. Service Advisor

Duties and Responsibilities:

• General:

• Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch averages.
• Understand and follow local regulations such as those governing the disposal of hazardous wastes.
• Ensure that all documents are accounted for.
• Courtesy Vehicle management, fines.etc
• Prepare the reports as advised by the Service Manager.
• Audit Dealer operation standards & submit it to manufacturer.
• Make New Customer contacts in system if it is not available.
• Support the service advisors to achieve their monthly targets.
• Support the Service advisors to resolve Sap related issues.
• Upsell Service Contracts & various other products available in the company.
• Accomplish the forecast that has been established by the General Manager, After Sales Manager.
• Take weekly, monthly meetings with your team & prepare action plan .

• Customer-related:

• Greet customers in a timely, friendly manner. Let customers who are waiting in line know that they will be helped soon.
• In absence of Service Advisor, take the role of Service Advisor.
• Follow up with the workshop & update the customers.
• Communicate with service customers to determine the nature of the mechanical problem(s).
• Obtain customer and vehicle data.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus.
• Lift the hood of every vehicle and look underneath for potential additional revenue.
• If additional work is needed, explain the details to the customer, including the additional cost and time considerations.
• Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
• Notify workshop job controller or workshop foreman of incoming work and keep in touch with them to follow up the job status (work in progress).
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone, for approval.
• Establish each customer’s method of payment. Obtain approval of credit, if necessary.
• Obtain customer’s signature on repair order; provide customer with a copy.
• Follow up progress of each repair order during the day. Contact customers by telephone regarding any changes in the estimate or time promised. Record changes on repair order in approved fashion.
• Handle telephone inquiries regarding work in process and appointments.
• Compare final invoice with original repair order.
• Analyze quality control report.
• Deliver vehicle to customer and answer any questions.
• Maintain follow-up program on additional items found in need of repair.
• Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other service department forms up-to-date.
• Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks.

0. Ensure that an acceptable standard of Quality Management System is maintained in accordance with recognized working practice and company’s Quality Manual and Policy.

Work Experiences:

• Service Supervisor – Master Technician

Skills: • Ability to train, coach and collaborate with site personnel

• Contribute effectively as a member of the team and work closely and respectfully with members of the team.

• Comply at all times with the company Code of Conduct and other standards of conduct set by the company including its core values

• Treat others with dignity & respect.

• Contributes to the development of Staff by actively promoting and encouraging the gaining of new skills or enhancing existing skills

• Effective communicator at all levels of the business

• Ability to lead technical teams and influence peers.

• Ensure all routine work is planned and scheduled and that any breakdown work is carried in such a way to minimize production disruption.

• Development and monitoring of the sections' planning and budgeting process.

• Achieve budgeted targets in section cost coded areas and projects.

• Monitor labor, operating and capital costs and initiate corrective action to ensure compliance with agreed budget expenditure.

• Demand high quality planning for work instructions, labor, parts and costs.

• Work in compliance with the management processes to ensure that the team is working together in a collaborative and proactive manner.

• Able to successfully set priorities and use the systems available to ensure that plans and schedules are optimized and meaningful.

• Computer literacy with proficiency in the use of Microsoft office suite i.e. Word, Excel, as well as CMMS (preferable SAP/Pronto)

• Sound written and oral communication skills

• Planning and organizational ability

• Strong problem-solving skills

• Good analytical skills Strong technical skills