Service Advisor

2 weeks ago

Cape Winelands Western Cape, South Africa Merand Corbett & Associates Full time

Western Cape, Winelands

Market Related Salary

To strive in providing customers with a professional service experience whilst ensuring adequate communication between customers, parts and service departments in achieving customer satisfaction goals.
- Ensure validity of Warranty/Motorplan contract
- Liaise with customer if any problem with Warranty/Motorplan arises
- Prepare quotation for Motorplan contract where applicable
- Pre-assess all bookings for the following day
- Follow up on parts ordered and/or AVO’s and rebook if necessary
- Inform customer promptly of any delay
- Create Repair order on ADP system
- Arrange booking reminders - telephonic/SMS’s or with WhatsApp
- Ensure that routes are planned and check availability of drivers for customer on day of service
- Ensure that mobility vehicles will be available and clean for customer, where applicable ‘
- Welcome customer; friendly and introduce the service process professionally
- Do a vehicle damage check in with the customer
- Call up the created RO (Repair Order) using the WIP or Booking number
- Request customer’s key & service book
- Insert into key reader
- Extract km reading from the key reader
- Print and attach to RO
- Check for any additional CBS info, print and attach to RO
- Confirm customer details, vehicle details, customer contact details
- Confirm Service/Repairs requests by using appropriate questioning techniques
- Add additional work once discussed and agreed by the customer, inform customer of estimated completion time (i.e. managing customer’s expectation)
- Discuss other issues picked up the day before where applicable (Motorplan expiry, Motorplan comments.
- Discuss and confirm payment method
- Ensure customer signs Motor plan declaration
- Sign the RO and ask customer to sign RO (legal document)
- Confirm transport arrangements before customer leaves
- Enquire of any special anti-hijacking systems that need to be declared by customer
- Either greet or advise customer where to wait to be collected and hand over a business card and/or security slip
- Inquire how often the customer would like to be contacted / updated during the day
- Update Service book and return to vehicle immediately before moved into workshop
- Pass RO on to: Costing Clerk or Workshop Foreman for allocation into Workshop

Towed in vehicles:

- Obtain 2 signatures
- Check on CAESAR or CIA for Warranty/Motor plan status, service due, campaigns etc.
- Print copy of Motorplan status and attach to RO
- Print and attach service action where necessary
- Stamp RO for cash payments

Pass on to Foreman for allocation:

- Ensure all requested work is reflected on the Repair Order
- Update vehicle details if any were corrected
- Update customer contact information if any is changed
- Update tracking systems or manual control sheets

Update customer or vehicle details where necessary:

- Ensure all information received from workshop is passed onto the customers
- Regular follow-up’ with foreman/controller to establish status and potential problems to enable early communication to customers
- Provide continuous feedback to customers, obtain cash authorisations, inform customer of additional work found
- Ensure continuous availability to customers throughout service
- Follow up on wash bay progress and advise customer on vehicle availability (i.e. when vehicle could be collected or alternative collection needs)

Liaise with drivers on possible customer collection:

- Liaise with car rental companies, insurance companies, or debtors for order numbers
- Prepare printed quotes (parts, labour and VAT) for cash customers, and obtain a signature to proceed
- Attain Motorplan and Warranty authorization as required by bulletins to be obtained on CAESAR system
- Ensure additional work identified by technicians to be counter-signed by relevant technical person
- Raise sublet repair orderReceive the invoice
- Ensure the accurate reception of RO’s
- Identify items to be paid by the customer on collection of the vehicle
- Print invoice
- Receive RO from foreman once vehicle has been tested
- Update control sheet
- Contact customer for collection when vehicle comes from wash bay (i.e. when vehicle could be collected or alternative collection needs)
- Ensure a general understanding of the content of the RO
- Follow-up and ensure that RO is costed and ready
- Welcome customer; friendly and discuss the front and rear of the RO
- Indicate next service date to customer
- Provide customer with copy of Motor plan Warranty plan invoice for their records
- Request customer to sign the Motor plan/Warranty invoice/s and back of RO
- Receive payment (if cash)
- Do a vehicle damage check out with the customer
- Hand-over keys to vehicle and walk customer to his/her vehicle
- Ensure service kit is removed from vehicle
- Update the service system or manual
- Discuss individual performance against target
- Discuss VOC results and potential action plans
- Ensure effective understanding of

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