Service Advisor

Key Responsibilities

1. To make customer bookings and plan customer arrival times to avoid rush times(where necessary).
2. To greet and welcome the customers in a courteous ,efficient and considerate manner to enhance  Mazda standard’s.
3. Answer the telephone inquiries within 3 rings with a helpful and professional manner.
4. Carry out joint road test and physical inspections where necessary to avoid repeat repairs 
5. Promote the sales of optional services & accessories to increase revenue 
6. Complete Repair Orders and inform customers of approximate pricing at the time of receiving the vehicle to avoid customer dissatisfaction at time of deliver.
7. Ensure the vehicle is fixed right at 1st time by implementing the quality procedure.
8. Take proper inventory for customer vehicles (check for damage, tools, spare wheel, valuables etc.) and inform the customer of any discrepancies found with the customer’s signature as acknowledgement on the work order.
9. Monitor progress in workshop using the follow up sheet to ensure the repairs are carried out within promised delivery times & contact customer if any delay is expected.
10. Ensure the repair estimate is correctly made and provided to the customer using the M.S.C. rule.
11. Notify and obtain customer approval for additional work required ,if the amount is high the service advisor should get an advance payment before start of the job.
12. All documents (Job card closed, parts confirmed, performa attached )to be ready before delivery including the vehicle washed and kept in the ready vehicle parking , to avoid last minute issues. 
13. Customer’s invoice should be presented  after the customer inspects the vehicle.
14. Present invoices for payment providing explanation of charges and warranty/goodwill procedures where required.
15. Maintain Customer Record Files, update on Workshop system (DMS) on daily basis to ensure accuracy of Dealership database.
16. Maintain a customer contact system including: Making contact with customer on day following service or repair work to ensure satisfaction with work carried out.
17. Follow-up of lapsed customers to demonstrate continued interest in their after sales requirements.
18. Provide Service manager with first hand knowledge of any customer issues before it escalates.
19. To promote Service Department and brand image, including the standard of housekeeping and personal appearance.
20. Maintain reference materials: handbooks, brochures, accessory manual in Reception for customer enquiries.
21. Maintain and improve personal Product and Technical knowledge through information bulletins, magazines, etc. and attending training courses as agreed with Service Manager.
22. Maintain up to date knowledge of Warranty and Goodwill procedures. Give assistance to Warranty Dept. to ensure claims can be processed quickly.
23. Ensure to get warranty approval from authorized personnel.
24. Ensure you are conversant with all Technical updates.
25. Any relevant ad-hoc duties and/or relevant special projects may be assigned by the Management.