Service Advisor

Job Description - Service Advisor

**Job Title**:
**Service Advisor**

**Job Holders Name**:

- XYZ_

**Department**:
Service

**Position Type**:
Full-time

**Reporting To**:
Service Manager

The service advisor is part of the customer facing team of the workshop. He will meet and greet the customer at the point of entry and will be responsible for customer consultation, repair estimate and job card opening process. He will also be responsible for explaining the invoice at the time of vehicle delivery.

**1.** **Primary Responsibilities**

**a)** **Scheduling**

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

2. Clearly understand customer concerns, the jobs required, cost & time estimate, date of appointment for repair of the vehicle

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

**b)** **Prepare for Appointment**

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

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

3. Ensure availability of parts, bays and relevant technicians based on the jobs identified.

4. Confirm or reschedule the appointment in case of service capacity or parts non availability issue and reschedule appointment

**c)** **Reception and Job Order creation**

1. First face for the customer to the workshop; exhibit all the RE behavior codes, in action & in thought

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

3. Retrieve customer pre job card and complete customer details

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

5. 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)

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

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

8. Pitch additional products and offers for the customers

9. Suggest customer on Do
- It
- Yourself tips based on previous service history of the customer

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

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

12. If customer is willing to wait in the workshop, invite him to the Customer Lounge and offer refreshments, introduce to other community members/ invite customer to view his bike while getting serviced

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

1. Ensure the proper correspondence and co-ordination with the insurance / leasing firm in case of repairs on accident / leased vehicles.

2. Hand over the Repair order to the floor supervisor in the workshop

3. Keep track on completion time to meet on time delivery promise

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

**5.** While obtaining authority make note of revised time, cost and additional jobs

**e)** **Preparation for vehicle return**

1. Ensure the work requested is completed by the workshop

2. Notify the customer of any delays

3. Complete the invoice, taking account of warranty and goodwill provisions

**f)** **Vehicle return and billing**

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

2. Generate Performa Invoice, discuss with customer and take confirmation from customer and then generate Final Invoice

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

4. Hand out the invoice (created on DMS)

5. Ensure customer vehicle is ready at the reception area cleaned

6. Actively advise the customer of next due date for servicing

7. Pitch relevant gears and accessories to the customer

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

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

10. Take leave of the customer personally

**g)** **Monthly planning**

1. Assist the workshop head in evaluating customer satisfaction

2. Assist the workshop head in planning & implementing promotional activities for the workshop

3. Establish strong relations with the customer by keeping in touch, even after the service

**2.** **Recruitment profile**:
**a.** **Educational Qualifications**:B.Tech/ extensive technical experience

**b.** **Industry**: Auto, Consumer Goods

**c.** **Minimum experience**:5 years

d. **Profile**:Extensive technical experience especially for automobiles [2 wheelers], adherence to processes and norms

**e.** **Passions/ Interests**:Passionate about Royal Enfield and motorcycling, owns/ rides one himself

**f.** **Competencies**:
i. Customer orientation and satisfaction management

ii. Extensive technical knowledge

iii. Multi-Task