The Service Advisor endeavors to provide the best possible quality of service, which ultimately will serve to bring in new customer, ensures responsibility of the Service Reception are carried out according to the official service guidelines of each franchise.
The Service Advisor is fully responsible for any commercial transaction for each and every vehicle under him. i.e. He is responsible for the down payment on pro-forma invoice or quotation, parking charges, storage of the vehicle, cannibalization of the vehicle. Should the customer decide to decline to sign, the Service Advisor has to return the vehicle to the customer assuming all diagnostic and evaluation are charged. Should the vehicle remain in custody of Aftersales Department for a period of more than ten (10) days after completion of repair or repair have been carried out without the down payment, the full amount incurred will be debited to the Service Advisor.
Service Advisor should follow the dress code instructed by the management.
He greets and attends to the customer as they enter the service reception, he will seek then details of the vehicle concerned.
He is responsible to receive the car from customers and fill-up the booking in sheet completely by himself.
He will note down the complaints and if necessary inspect the car on the vehicle hoist.
He will also perform if required a test drive with customers to determine the nature of the problem in order to issue a clear diagnosis, having diagnosed the problem he discusses the potential cost with the customer and seeks his approval. He informs the customer to acknowledge the agreed completion time and will then pass the order on to the workshop supervisor.
He is responsible to call and inform the customers about the status of their vehicle every 2 days if their cars will stay longer.
He performs a final end control in relation to the work ordered and reports otherdefects.
During delivery he discusses the invoice with the customer and at the same timeagrees a new date for works not completed, if the completion date cannot be kept, he informs the customer in good time.
He informs the Workshop or Service Manager about customer attitude where extra attention is called for under special circumstances.
Issues a diagnosis report to the Workshop Manager for each vehicle, he furtherreport, after end control on the quality of work performed and additional defectsfound.
He promotes parts accessory sales and service campaigns.
He handles customer?s complaints within the bounds of his authority
With continuous training and regular updates from Service Information?s he ensures his knowledge is kept up to date.
He ensures that the job card closure is timely and with proper documentation and keeps his Work in Progress jobs well monitored and close all job cards that are not necessary to stay opened.
