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Job Description
Job Title: Service Advisor
Location: Head Office
Division: Sales
Department: Service
Reports To: Service ManagerPosition Description: The Service Advisor’s primary responsibility is to greet customers and obtain vehicle data.
The ideal candidate will have technical experience as well as strong communication skills in order to effectively and clearly write the general nature of automotive needs, administer appropriate warranties, verify intended methods of payment while maintaining the highest level of customer service (CSI).
Duties and Responsibilities
Greet customers and clearly write the general nature of the automotive needs.
Notify customer of other repairs or maintenance identified through examination of vehicle maintenance records, Service schedules, test drive and /or walk around
Provide customers with estimate of repairs and anticipated time of completion
Verify method of payment
Notify customers when repairs are complete
Review work performed with the customer
Arrange for delivery of vehicle to customer when necessary
Pro-actively advice on, and implement workshop policies and procedures ensuring compliance
Verify warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
Advise in the development of estimates by costing materials , supplies and labour; calculating customer payments including deductibles
Personally ensure customers and workshop enquires / requisitions are recorded accurately and addressed in a courteous, customer friendly and timely manner
Initiate service / Repair documentations prior to accepting a vehicle into the workshop; job card preparation and update customer record and follow up
Initiate / maintain and close job cards for all vehicles accepted into the workshop reflecting estimated costs of repairs and work to be undertaken.
Prepare repair orders by describing symptoms, problems and causes discovered, as well as repairs and services required; obtaining approval signatures ; entering jobs into service data base system
Professionally promote/sell company products , services and repair work as appropriate to the customer needs
On daily/weekly basis and in a timely manner prepare workshop reports to specific deadlines and report on non compliance
Communicate effectively both in person and by telephone so as to keep all customers fully advised as to the progress of repairs and services
Document all warranty work as per manufacturers requirements and dealership policy
In liaison with the Finance department, ensure account customers have sufficient credit to enable all work advised to be carried out as agreed
Follow up service/repair quotations and ensure all repairs / service are charged appropriately
Periodically contact and advice customers when service is due
Perform periodically inventory checks as required and report abnormalities
Develop external relationships with appropriate contacts e.g. insurance assessors, claims manager, insurance brokers
Enhance the company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
Update job knowledge by participating in educational opportunities; reading manufacturers publications
Perform any other duties as may be assigned by the management from time-to-time
Qualifications
Basic Requirements
Diploma in Automotive Engineering
At least 2 years working experience
Excellent customer service skills
Valid driver’s license in good standing
High degree of interpersonal skills
Technically savvy
Computer literate
How to Apply
Send your application and detailed resume to info@hcmc.co.ke to reach us by Friday April 10th 2015.
While applying; quote the title of the position you are applying for on the e-mail subject field; include your day and evening telephone number, email address and current remuneration.
Only short listed candidates will be contacted.
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