Service Advisor

Receiving and Advising Customers

• Receive/assist customers with planned appointments and/or walk ins.
• Ensure customer and vehicle records are updated and accurate.
• Establish an agreed fixed time of completion of the work to be carried out.

Daily control sheet/list

• Maintain an accurate record of all work checked in for the day to be followed up on including carry forward vehicles.

Repair Order Monitoring

• Ensure all customers are kept well informed of the progress of their vehicles.
• Ensure that all additional work required is communicated to the customer and authorized before the work is carried out.
• Communicate a new/updated agreed time of completion if necessary due to additional work authorized or parts ordered.
• Carry out a daily WIP update of all the open repair orders under your name.
• Communicate with the respective PIC in order to schedule an appointment for all vehicles to return where parts on order have arrived.

Hand-over of Vehicle After Service Stay

• Ensure that an accurate invoice is generated for all work carried out as per the customer’s request according to Company and principal guidelines.
• Explain the invoice in detail for all the work carried out so as to create a value for money impression in the mind of the customer.

Post Service Follow-up

• Ensure all your customers receive a post service follow up call to determine their level of satisfaction with the service they received from you.
• Settle all customer complaints promptly.

Performance KPIs

Achieve the following performance KPI figures as per the budgeted amounts:

• Vehicle throughput (measured as repair order invoiced/closed)
• Service turnover
• Parts turnover
• Debtors ageing
• WIP throughput days
• Back Order Parts Not Released (BONR)
• Customer Experience rating