Job Title: Service Advisor

JOB DESCRIPTION

Reporting to: Aftersales Manager

Job Holder:

In the event of annual leave, illness or any other absence from the company, the nominated deputies for this position are the Warranty Advisor or alternative Service Advisor.

Main Purpose of Job:

· To handle customer requirements for service and vehicle repairs in an efficient and courteous manner to ensure a high standard of customer satisfaction.

· To ensure customer requirements are fully understood and communicated in an effective manner to other members of the department.

· To record vehicle details and service histories accurately and effectively operate a customer follow-up system.

· Planning the optimum utilisation of workshop capacity in co-operation with the Aftersales Manager and Workshop Controller.

· To carry out recall procedures in line with Manufacturer’s guidelines.

Relationships and Personal Activities:

· Directly responsible to: Aftersales Manager.

Responsible for:

· No staff responsibilities, unless directed by Aftersales Manager.

Relationships with:

Sales Manager, Parts Manager, other company managers, Car Sales Executives, Fleet Sales Executives, Admin Assistant, Workshop Foreman, Technicians, Parts Staff, Drivers and Car Cleaners.

Objectives and Key Tasks

Customer satisfaction:

· To ensure the departments presentation is maintained to the highest standard in line with company / manufacturers policies.

· To ensure the highest degree of efficiency and understanding of customer requirements and to deal with any customer complaints courteously, promptly and sympathetically.

· To provide customer estimates according to company policy on schedules, times and pricing.

· Where necessary, invite the customer to talk about a vehicles problem directly with the technician, therefore aiding first time fix and improving customer satisfaction.

· Wherever necessary, instigate road tests with technician, ensure the customer is informed on the progress of their vehicle whenever appropriate and advise the customer of all work carried out.

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Improve profitability:

· To ensure customer awareness of all products and services available.

· To sell additional products, services and repair work in a professional manner.

· Implementation of company and Manufacturer service promotions.

· Development of personal knowledge and experience in order to

improve profitability, customer satisfaction and efficiency.

· To ensure accurate invoicing and job costing.

· Cultivation of business relationships.

Cost control:

· To ensure account customers have sufficient credit to enable all work advised to be carried out as agreed.

· Present invoices for payment to the customer providing an explanation of charges where required and making sure that the correct methods of payment are used.

· Complete repair orders and inform customers of additional repairs needed including prices and delivery dates. Obtain written confirmation before ordering major units and obtain suitable deposits.

· To ensure all cash sales are charged and money collected on completion of work.

Record maintenance:

· Maintenance and analysis of customer files and their use for customer care, and contact with inactive customers.

· To document all warranty and goodwill work as per the manufacturer’s requirements and retailer policy. Also ensure that all repair orders are correctly completed and customers claims are processed fairly and in a timely manner to deliver outstanding customer satisfaction at all times.

· Maintenance of customer information on the retailer DMS.

Limits of Authority

Capital expenditure:

· No purchasing authority, or as agreed with Aftersales Manager.

Operational:

· Ensure where credit notes are required, they are processed promptly via the Aftersales Manager.

· Service loan and courtesy vehicles to be granted subject to availability and retailer guidelines.

· Credit facilities to be granted only to customers who have prior approval from the accounts department and within the prescribed limits only.

· Warranty repairs to be authorised after inspection, or by agreement, in accordance with the manufacturer’s and retailer policy.

· Able to negotiate customer repair discount allowance up to the agreed maximum level.

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Main Functions

Staff:

· To ensure that the Service Department customer area is sufficiently staffed at all times thereby ensuring a pleasant reception for the customer.

Administration:

· To ensure that all customer requests for servicing and repair are detailed on the job card and that customer’s sign the relevant section on the job card.

· To ensure the customer is advised of the type, range and cost of the repair order, and to follow up any incomplete work or future requirements the vehicle may have for repair or service.

· Agree method of payment before work commences and obtain repair order customer signature.

· Ensure payment for repairs and service to vehicles is collected as per company policy.

· To ensure correct procedures are adopted for verification of payment by cheque, credit card or charge card.

· Ensure all warranty work has been identified, explained and signed for by the customer.

· Load the workshop accurately using the agreed service loading system.

· To accurately maintain document control systems.

· To ensure customers are made aware of vehicle defects and that they sign a declaration prior to taking the vehicle away without repair.

· To constantly review all areas of responsibility, and discuss with the Service Manager any ideas that may be had for improvement or change.

· Responsible for recall campaigns. Ensure all affected vehicles are identified by recall and communicated to all Service and Sales staff. Carry out checks with Workshop Foreman / Aftersales Manager on all vehicles in for service and repairs for any outstanding recalls. Liaise with Parts Manager in ensuring all parts are available for recall action, update recall manual and advise and assist workshop staff as required on safety actions.

· To ensure all additional work is authorised and accurately recorded.

Communication:

· Maintain effective liaison with customers and other members of retailer staff.

· Present completed vehicles to the customer, advising of any future requirements and ensuring customer satisfaction with the work completed.

· Ensure adequate display of promotional material is available.

· To advise the Aftersales Manager of customer and departmental problems.

· To supervise and assume responsibility for customer vehicles, keys and workshop parking as well as the accurate recording and processing of daily cash and cheques.

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· Ensure any interpretation of warranty work and the policy on a warranty claim is clearly explained to the customer.

· Ensure courteous use of the telephone, adhering to company and manufacturer policies.

· Maintain a high standard of dress and conduct at all times, and ensure the cleanliness of the reception area at all times.

· Presentation of the capabilities of the department to the customer as a contribution towards the reputation of the dealership and services offered.

Experience, Qualifications and Training:

· Ability to communicate clearly and concisely with customers and other staff members.

· Ability to accurately record all relevant information.

· Ability to receive and register payment for work carried out, accurately and precisely.

· Up-to-date knowledge of warranty procedures and documentation.

· Up-to-date knowledge, where appropriate, of computerised recording procedures.

· Ability to handle upset customers effectively.

· Training in telephone answering techniques and customer satisfaction methods.

· Maintain knowledge of warranty, customer care and goodwill procedures, and thorough knowledge of manufacturer’s information bulletins and service information.

· Completion of manufacturer training courses as appropriate.

Signatures:

I have received a copy of this Job Description for Service Advisor, read it, understood it and agree to it.

Name: ______Date: ______Signed:______

Manager:______Date: ______Signed:______

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