SERVICE ADVISOR

Reports to: Service Manager

Job Purpose:

Service Advisor initiates automotive services and repairs by ascertaining performance problems
and services requested, verifying warranty and service contract coverage, developing estimates,
writing repair orders, maintaining customer rapport and records.

Other Dimensions:

• Equipment Maintenance
• Lifting,
• Problem Solving
• Reporting Research Results
• Quality Focus, Productivity, Estimating
• Product Knowledge
• Customer Service
• Problem Solving
• Safety Management
• Sales Minded Attitude

JOB ACCOUNTABILITIES:

• To Ensure that customer’s vehicle are maintained properly and to use comfortable and without any anxiety.
• Receive the customer courteously and introduce himself.
• Listen to the customer to understand his needs fully.
• Maintain an honest and cordial relationship with the customer.
• Answer customer’s queries and concerns about their vehicle in a polite and professional manner.
• Act proactively to exceed customer needs.
• Interpret customer complaints accurately to enable the technician to determine the cause and correction the first time.
• Create customer awareness of all products and services required by customers.
• Provide promised date to customer.
• Customers follow up about progress, any additional cost and change in promised time.
• Reflect a high standard of personal presentation and service facility.
• Have appropriate product knowledge.
• Appropriate Warranty knowledge to respond efficiently and accurately to customer queries and concerns.
• Show empathy and corn towards discontented customers.
• Ensure delivery of customer vehicles in a clean and presentable manner.
• Explain all activities and charges to customer during delivery of the vehicle after necessary repairs.
• Perform any other reasonable activities when required.
• Provide assistance to customers.
• Follow up on non-available parts to order.

JOB WORKING RELATIONSHIPS :

• Internal
  • Operation & Parts Team
  • Workshop Manager
  • Service Manager
  • Area Managers,
  • Accounts
• External
  • Clients,
  • Insurance
  • Banks

Job Qualifications:

• Minimum Qualifications
  • Vocational qualification in automotive trade or Diploma in Automobile Engineering or graduate
  • Oracle, Discoverer & Telnet Experience Added Advantage
• Job Specific Skills
  • To liase between customers and service department by
    communicating with customers regarding vehicle
    problems and repair timeline, and expressing customer
    concerns to service department. Displays exemplary
    customer service skills and a sales-minded attitude.
• Minimum Experience
  • 3 -5 years’ experience in automotive trade

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