Service Advisor

Tasks

About Us

Since the invention of the truck over 125 years ago, Daimler Truck AG has been a pioneer in the commercial vehicle sector and is today one of the world’s largest commercial vehicle manufacturers. Established in South Africa over 60 years ago, Daimler Truck Southern Africa Ltd together with its subsidiaries Daimler Truck Financial Services South Africa (Pty) Ltd and Sandown Motor Holdings (Pty) Ltd provides an optimal experience for our esteemed customers based on a comprehensive products and services portfolio. The Group’s success is based on its leading brands inclusive of Mercedes-Benz Trucks, Mercedes-Benz Buses, and FUSO Trucks in addition to offering parts and services for Freightliner and Western Star Trucks. Its product range is backed by its market-leading value-added services in Fleetboard, TruckStore, TruckTraining, and Financial Services. With a Southern African footprint that includes South Africa, Namibia, Lesotho, Botswana, Eswatini, Malawi, Mozambique, Zimbabwe, and Zambia, the company is headquartered in Pretoria, the capital city of South Africa, and all its products are assembled locally in its East London production plant.

Job Overview

To serve as the primary liaison between customers and the workshop by accurately capturing service requirements, providing timely updates, and ensuring the efficient coordination of service activities. Responsible for managing job bookings, preparing quotations, obtaining necessary approvals, and ensuring accurate documentation of service and repair work in alignment with manufacturer standards. Plays a critical role in delivering exceptional customer service, supporting workshop productivity, and ensuring compliance with the Company’s Integrity & Anti-Bribery Codes, Conflict of Interest Policy, S.H.E. requirements, Delegation of Authority, and organisational processes.

Main Job Activities:
Workshop Productivity:

- Responsible for ensuring work is carried out according to customer’s requirements and authorization.
- Responsible for printing specifications/readjustments and forward them with relevant AWD to DTSA.
- Responsible for liaising with DTSA - based on outcome of repair required.
- Responsible for ensuring idle time is minimized by offering assistance in service and repairs.
- Ensuring that workshop productivity meets agreed standards.
- Reporting productivity/quality problems immediately and ensuring correct loading of workshop hours.

Customer Services:

- Maintain a “fix right first time” service excellence.
- Improve and maintain customer service indexes percentages to agreed standards.
- Conduct proper diagnosis in line with Customers symptom description.
- Establish authorization for extra work.
- Ensure vehicles are tested to ensure quality.
- Ensure that jobs are pre-costed and invoices before customer collection, provide timeous feedback to customers if delays occur.
- Explain all items of work at handover.
- Follow up on customer enquiries and complaints.
- Ensure all procedures are followed and adhered to with all customers regarding loan cars.

Finance and Administration:

- Ensure effective daily planning.
- Adhere to labour sales and performance targets.
- Manage and control expenses.
- Pre-write job cards.
- Ensure that warranty claims are correctly recorded.
- Utilize progress control to meet deadlines.
- Strictly Manage WIP.
- Cash Outstanding to be monitored and controlled.
- Correct payments obtained.
- Adhere to credit control procedures.

Product, technical & business knowledge:

- Stay abreast of industry developments eg, new products, warranty, maintenance.
- Ensure that all product, technical training is attended as per DTSA requirements.