Service Advisor

Purpose of Position

• 1 Understand customer needs communicate to service and ensure the customer needs are met
• 2 Deal with customers as per dealer standards and ensure customer satisfaction
• 3 Ensure maximum work possible in a vehicle

• 1 Act as an organizational custodian with a specific purpose of taking care of the customers needs
• 2 Accept vehicles for service repair and ensure delivery as per promise
• 3 Communication with the customers for all requirements organization s spokesperson in so far as service repair is concerned One point contact

• 1 Check customer complaints about vehicle diagnose and make job cards Take vehicle for a trial run if required and advice customers on complaints identified and not mentioned by the customer
• 2 Confirm all service requirements repair time cost estimates with the Customers
• 3 Take prior approval from Customers for any additional work that needs to be carried out
• 4 Ensure that all personal belongings of the Customer are returned to the Customer before sending the vehicle for Servicing
• 5 Liaise with team leaders and tower controller for understanding status of vehicles for information to the customers
• 6 On a continuous basis communicate with customers as regards the status of service repairs and additional requirement of parts and or time for freshly identified problems in the vehicle
• 7 Check and ensure proper service and or repair of vehicle before delivery to the customer
• 8 Ensure receipt of LPOs
• 9 Participate in campaigns as assigned
• 10 Check with customers for referrals
• 11 Ensure implementation of dealer standard handbook

• 1 Customer satisfaction indices
• 2 Number of referrals
• 3 Excess jobs billed
• 4 CSI scores
• 5 Adherence to GM service excellence