Connecting...

Service Advisor

Job Title: Service Advisor
Contract Type: Full Time
Location: Bahrain
Industry:
Salary: Competitive
Reference: A015
Contact Name: Burhan Aftab
Contact Email: burhan.aftab@behbehani.com.bh
Job Published: November 23, 2017 09:12

Job Description

FUNCTIONS:
  • Serve as first line of contact and communication link between customer and dealership during the service process
  • Perform write-up of Repair Orders and ensure timely and accurate completion of repair
  • Maximize department sales of service and parts    

  

RELATION SHIP:
  • Report directly to the Service Manager
  • Maintain a close working relationship with Technicians, Cashier, Sales Consultants and parts personnel

 

RESPONSIBILITIES AND AUTHORITY:

Customer Satisfaction:

  • Provide convenient appointments for service and repair work
  • Offer courtesy services when appropriate
  • Start the reception process immediately upon customer arrival
  • Inspect every vehicle before work starts-with the customers when possible-and make appropriate notes on the Repair Order
  • Identify customer needs courteously, accurately recording, and verifying customer needs on Repair Order while customer is present
  • Secure customer approval (including cost estimate, delivery time and method of payment, warranty) before repair work is started, and obtain customer signature on the Repair Order
  • Handle telephone inquiries quickly and courteously
  • Call customers regarding additional work that may need to be performed and when work is completed
  • Implement customer’s schedule maintenance follow-up process  
  • Follow up with customers within 48hours of delivery after service is performed
  • Use formal Complaint Handling processes to calm an upset customer. Reach a resolution, when possible, that is satisfactory to the customer and supports the interest of the dealership

Service:

  • Refer to service record, inspect vehicles and motors, recommend additional necessary service
  • Sell service and maintenance to customers in person, by telephone and other methods
  • Refer lead and prospect for potential sales to the Sales Department

 

Interdepartmental Relations:

  • Establish and maintain effective working relationship with all dealership personnel.
  • Work with the parts Department on routine maintenance to ensure competitiveness in the market.
  • Establish and maintain cooperative relationship with Sales Department for efficient delivery of add-on equipment and resolve customer complaints.
  • Assist with inspection completed jobs as requested to ensure quality of repair.
  • Provide legible and complete problem description on Repair Orders to support Technicians.

 

House keeping/safety:

  • Keep area neat, clean and organized at all times
  • Maintain even and safe traffic flow by quickly moving vehicle to appropriate location
  • Maintain service displays
  • Show respect  and care for dealership equipment

 

Operations:

  • Actively participate in training courses to maintain technical and nontechnical job knowledge and skills
  • Initiate proper paperwork for a vehicle repair, and disperse according to department policy
  • Maintain department service record, including Repair Order file
  • File all warranty claim promptly.

 

Manpower Scheduling:

  • Is aware of daily workload distribution for the department
  • Schedule customers for appointment
  • Maintain log of written Repair Orders and record status information daily
Arabic speaker is a must.