Service Advisor

**Service Advisor**

**1. Primary Responsibilities**:
Managing customer interface assigned to him during service for all activities and enhance customer satisfaction.

**A) Scheduling and arranging appointment**

Ensure all required customer details are recorded in the existing customer database

Check and analyze the SSO/RO sheet to clearly understand customer concerns, the jobs required, cost & time estimate, date of appointment for repair of the vehicle

Confirm the job and the appointment with the customer and apprise him of the necessary documents to bring.

**B) Prepare for Appointment**

Look up customer history for jobs done last time and jobs identified but not done

Check if any relevant customer campaigns are available and applicable for the customer

**C) Reception and Job Order creation**

In case of Walk
- in customer, allocate a bay and confirm based on the job.

Retrieve customer order and complete customer details

Listen to customer concerns and align the identified job in the order

Identify new jobs based on history and a thorough diagnosis of the vehicle ( in direct reception area or by going on a test drive with a customer)

Advise the customers for the scope of job, time and estimated cost of repair

Check if any relevant customer campaigns are available and applicable for the customer

Pitch additional products and offers for the customers

Agree the method of payment and any cost limit in event of additional work needed.

Obtain confirmation of the job order by the customer's signature on the order. Provide copy of Job order hand to customer.

Make available the courtesy vehicle, or organize other means of keeping the customer mobile.

Create the service orders for PDI jobs and internal jobs in-line with the Audi Service Core Process.

**D) Repairs and execution of other work**

Ensure the proper correspondence and co-ordination with the leasing firm in case of repairs.

Hand over the Repair order to the responsible persons Job Scheduler in the workshop.

Keep track on completion time to meet on time delivery promise

Obtain authority for additional work from the customer and document additional estimates as and when necessary

While obtaining authority Make Note of Date, Time and person’s name on the job card.(With who/when/what)

**E) Quality control and preparation for vehicle return**

Ensure the work requested is completed by the workshop. Final test drive and quality checks are carried out and any problems fully recorded.

Check the Job order has been completed in full. Verify all entries in the job card (workshop copy)

Notify the customer of any delays

**F) Vehicle return and billing**

Verify the customer's identity and entitlement to collect the vehicle, based on the duplicate copy of the order.

Explain the work done, invoice charges including warranty repairs and any other work carried out free of charge.

Hand out the invoice (created on DMS).

Ensure customer vehicle is ready at the reception area cleaned (well valeted) and all the protective seat covers and mats are removed.

Actively advise the customer of next due date for servicing.

After payment of the invoice, return the vehicle to the customer personally.

Advise the customer of job which will require attention in near future

Take leave of the customer personally.

**G) Planning**

Existing and new customer acquisition planning to improve market share and improve overall customer satisfaction

**Other Responsibility**

PDI for New Vehicles

Confirm completion of PDI to the Delivery /Sales team

Be available for Service advisor introduction during New Vehicle delivery

**Used Car**

Execute Audi Used car checklist and execute the process

Identify the repairs and estimate for the job, communicate to the Used Car team and Service Manager

Receive confirmation and execute the repair

**Customer Satisfaction and Complaint Management**

Coordinate with the relevant workshop teams to understand and Resolve Escalation and CEM Hot Alerts received from customers within defined time limits.

Ensure Exit interview are taken from all the customer.

**H) Measures (Reports)**

Labor and Parts Sales “Revenue KPI from dealer management”

Maintaining Audi Standards pertaining to Customer interface

Customer Experience Management Scores

Hot Alerts %

Customer Escalation

NSC Workshop (LIS) Test

Q Check score >= 90%

Job Card audit >=100%

**Additional Responsibilities**

Ensure compliance with all directives, rules and regulations imposed by the law, government agencies, the manufacturer and the dealership relating to customer advice.

Any other assignment as and when assigned by the management.

To ensure and take actions when the R8 vehicle comes for service.

**Salary**: ₹20,000.00 - ₹23,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Provident Fund

Schedule:

- Morning shift

**Experience**:

- total work: 5 years (preferred)
- Service Advisor: 3 years