Job Purpose:

Coordinate, receive and deliver commercial vehicles (trucks, buses & vans) to ensure service is provided in line with dealer and Principal policies and procedures. Follow-up with the workshop, parts, and delivery team to achieve set labor & spare parts targets as required to ensure on-time delivery.

Key Accountabilities:

• Operations: Evaluate and receive customer vehicles according to the manufacturer's guidelines and procedures. Determine customer needs and transfer those requirements into Dealer Management System pre-order form. Consult and conclude the final agreement of the repairs required and obtain customer signature on the order form.
• Scope of Repair: Clarify the scope of repair to the customer. Produce damage and repair calculations, cost estimates using suitable systems provided by the manufacturer and discuss this with the customer/insurance company. Ensure clear communication to the customer related to the time frame as the customer can organize alternatives internally.
• Process Management: Effectively follow up and oversee progress for each job order to meet the agreed deadlines and check parts ordering status on a daily basis. Cross-check the original customer complaint in the pre-order form against the job card labor operation numbers to ensure agreed repairs are all concluded. Promote safety rules defined for the equipment, instruments, and products.
• Key Accounts & Fleet Customers: Efficiently handle difficult situations with key/fleet customers like construction and transportation companies. Visit fleet customers and communicate with the decision-maker to ensure satisfaction with the service levels.
• Handover & Delivery: Prepare the invoice, update the customer on final payment, and prepare the vehicle for active vehicle handover. Inform the time for delivery, explain invoice details, and advise on future repairs or maintenance needs.
• Reports: Prepare reports to facilitate customer and management review. Highlight technical failures or those depicting performance indicators such as the number of vehicles received, downtime, repairs carried out, etc.

Job Specific Information:

Senior Service Advisor will be closely working with customers, fleet operators, department manager, and service team to ensure a high level of customer satisfaction and optimum utilization of workshop premises.

Qualifications:

• Education: Diploma in Automobile, Mechanical Engineering, or equivalent. Bachelor's Degree in Mechanical Engineering or equivalent is preferred.
• Experience: 5 – 7 years of minimum operations experience within the automotive workshop. Experience in the automotive/Commercial Vehicle industry is preferred.

Core Competencies:

• Communicate with Impact
• Demonstrate Teamwork
• Take Analytical Action
• Deliver Results
• Develop Oneself
• Show Adaptability
• Win with Customers