Service Advisor

Responsibilities

1.Service Reception

•Assist new and junior Service Advisors in resolving customer complaints and queries, guiding them through the service reception process.

•Handle customer escalations and complicated technical issues, coordinating with workshop team members to ensure effective service delivery.

•Perform visual inspections and quick tests to estimate the extent of damage, ensuring pre-diagnosis and vehicle inspections meet quality standards.

•Use specified checklists during service reception to document and verify proper performance of individual work steps.

•Train Service Advisors on the service process, enhancing customer experience and developing long-term customer relations.

•Actively provide service products, present current service offers, and offer additional services (e.g., vehicle care, pickup & drop-off service).

•Check for warranty and goodwill claims.

•Coordinate the scope of repair and maintenance services with customers, obtaining their approval.

•Arrange for external work when necessary and coordinate pickup time, date, method, and location with customers.

2.Work preparation.

•Participate in pre-meetings with the Workshop Foreman and Customer Contact Specialist to discuss current and next day's workload.

•Prepare repair orders and ensure timely completion.

•Explain and hand over workshop orders to Maintenance Technicians or Certified Diagnosis Technicians.

3.Repair and maintenance

•Monitor repair status and clarify additional repair services or timeline updates with customers and the service department.

4.Order completion

•Inspect work scope and performance, document test results, and authorize repairs for any faults.

•Provide transparent documentation for customers of all work completed and required parts.

•Document current vehicle data (e.g., legally required inspections, due dates for mandatory vehicle inspections).

•Ensure the customer’s vehicle is clean.

•Ensure timely vehicle handover and final coordination with customers.

•Trigger the invoicing process after repair and maintenance are completed.

5.Vehicle handover

•Manage the vehicle handover process.

•Welcome customers and take back replacement vehicles.

•Explain work performed and invoices to customers, offering solutions for any pending orders.

•Explain the need and benefits of advised work, supporting customer decisions with positive arguments.

•Advise customers on the urgency, potential risks, safety, and liability if they refuse recommended work.

•Accompany customers back to their vehicles and thank them for their business.