Service advisor

Job Description

1. Primary Responsibilities a) Scheduling 1.Ensure all required customer details are recorded in the existing customer database2.Clearly understand customer concerns, the jobs required, cost & time estimate, date of appointment for repair of the vehicle3.Confirm the job and the appointment with the customer and apprise him of the necessary documents to bringb) Prepare for Appointment 1.Look up customer history for jobs done last time and jobs identified but not done2.Check if any relevant customer campaigns are available and applicable for the customer3.Ensure availability of parts, bays and relevant technicians based on the jobs identified.4.Confirm or reschedule the appointment in case of service capacity or parts non availability issue and reschedule appointmentc) Reception and Job Order creation 1.First face for the customer to the workshop; exhibit all the RE behavior codes, in action & in thought2.In case of Walk- in customer, allocate a bay and confirm based on the job.3.Retrieve customer pre job card and complete customer details4.Listen to customer concerns and align the identified job in the order5.Identify new jobs based on history and a thorough diagnosis of the vehicle ( in direct reception area or by going on a test drive with a customer)6.Advise the customers for the scope of job, time and estimated cost of repair7.Check if any relevant customer campaigns are available and applicable for the customer8.Pitch additional products and offers for the customers9.Suggest customer on Do- It- Yourself tips based on previous service history of the customer10.Agree the method of payment and any cost limit in event of additional work needed.11.Obtain confirmation of the job order by the customers signature on the Job card. Provide copy of Job order hand to customer12.If customer is willing to wait in the workshop, invite him to the Customer Lounge and offer refreshments, introduce to other community members/ invite customer to view his bike while getting servicedd) Repairs and execution of other work 1.Ensure the proper correspondence and co-ordination with the insurance / leasing firm in case of repairs on accident / leased vehicles.2.Hand over the Repair order to the floor supervisor in the workshop3.Keep track on completion time to meet on time delivery promise4.Obtain authority for additional work from the customer and document additional estimates as and when necessary5. While obtaining authority make note of revised time, cost and additional jobs e) Preparation for vehicle return 1.Ensure the work requested is completed by the workshop2.Notify the customer of any delays3.Complete the invoice, taking account of warranty and goodwill provisionsf) Vehicle return and billing 1.Verify the customers identity and entitlement to collect the vehicle, based on the duplicate copy of the order.2.Generate Performa Invoice, discuss with customer and take confirmation from customer and then generate Final Invoice3.Explain the work done, invoice charges including warranty repairs and any other work carried out free of charge.4.Hand out the invoice (created on DMS)5.Ensure customer vehicle is ready at the reception area cleaned6.Actively advise the customer of next due date for servicing7.Pitch relevant gears and accessories to the customer8.After payment of the invoice, return the vehicle to the customer personally9.Advise the customer of job which will require attention in near future10.Take leave of the customer personallyg) Monthly planning 1.Assist the workshop head in evaluating customer satisfaction2.Assist the workshop head in planning & implementing promotional activities for the workshop3.Establish strong relations with the customer by keeping in touch, even after the service2. Recruitment profile: a. Educational Qualifications: B.Tech/ extensive technical experienceb. Industry: Auto , Consumer Goodsc. Minimum experience: 5 yearsd. Profile: extensive technical experience especially for automobiles [2 wheelers], adherence to processes and normse. Passions/ Interests: Passionate about Royal Enfield and motorcycling, owns/ rides one himselff. Competencies: i. Customer orientation and satisfaction managementii. Extensive technical knowledgeiii. Multi-Tasking, time management & prioritizingiv. Business and Service Processv. Planning and Organizing, detail orientationvi. Problem Solving & Decision Making,

Keyskills :
workshop insurance servicing inspection planning database imemanagement consumergoods customersatisfaction