Service Advisor

**Job Profile - Service Advisor**

**Job title**:Service Advisor

**Job code**:SM1

**Level**:Lower Management

**Department**:customer

**Reporting to**:Service Reception Manager

**Job Summary**

As a Certified Service Advisor, you are the professional “manager” of the entire customer oriented service process. You set the standards for customer support. You see every contact with the customers as a professional challenge and feel responsible for the customer problems until they have been resolved.

Customer appreciates you as a certified service advisor, because you are competent, trustworthy; treat them with respect and like a partner. Even during conflicts, you always value the customer. Your colleagues in the workshop appreciate your technical skills mean you speak the same language. In doing so, you are a competent interface between the customer and the workshop and make a substantial contribution towards the economic success of the entire field of After Sales.

**Qualifications**

Diploma or Graduate in Automotive Segment. You are a colleague, helper, coordinator, director, and

“diplomat” for all relations with customers. Your feeling of responsibility is what drives you. You are authentic and independent. Your persuasive skills, interest in good communication, and confident decision-making all set you apart.

**Training**
- Trained and certified technology specialist in a motor vehicle service profession or proof of comparable competencies through a technical entrance test.
- Training series to become a certified service advisor and annual participation in update training courses by Mercedes-Benz.

**Experience**
- 4-5 years of experience as Service Advisor
- Preferred an experience with a Luxury Automobile brand

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**Competencies**

**Social and interpersonal competence**
- You are extremely loyal to company and brand. As a result you come across as trustworthy and responsible.
- You show a lot of initiative. You are persuasive and are able to make decisions on your own.
- You professionally implement all Mercedes-Benz specifications on customer oriented conduct.
- You are willing to make compromises, but can also openly address and constructively solve conflicts with customers and colleagues.
- You are good listener and are empathetic towards customer concerns, requirements and willing to understand customer’s problem.
- You are Capable of capturing revenue opportunities through identification of additional work, value added services, up-selling of service products with conviction.
- You are team player and capable of liaising with workshop staff for getting the work done in desired timeline.
- You are honest with customers and offer them solutions that take time and costs into account.
- You actively approach customers, thus showing excellent communication skills.

**Method and process competence**
- You are good at planning and organizing. In doing so, you show a high level of skills in processes and systems.
- You are aware of standard processes of reception, handover and follow-up to ensure customer satisfaction.

**Technical competence**
- You are technically qualified to carry out basic checks, diagnosis in vehicle and offer a consultation to customers.
- You are capable of transforming customer requirements into technical instructions for internal communication.
- You are a critical reviewer of work done as per the requirements of customer to meet customer expectations.

**Tasks**

**Main tasks**

**Service reception**
- Initial contact with the customer where you determine the customer and vehicle data.
- Performing basic vehicle checks/on-board diagnosis and documenting results of preliminary diagnosis.

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- Documenting the customer’s concerns/requirements and offer recommendations for additional jobs with reference to the service history and vehicle condition.
- Precise communication on time and cost estimate for further approval from customers.

**Work preparation**
- Prepare workshop order with accurate translation of customer concerns into technical work instructions.
- Explaining and handling over the workshop order to the Job controller for necessary work.

**Diagnosis**
- Performing a visual inspection and taking a workshop test drive.

**Repair/maintenance**
- Monitoring the degree to which maintenance and repair orders have been completed and coordinating order additions with the customer and the workshop.

**Order completion**
- Reviewing the work done and ensure the completion as per the customer’s requirements.
- Ensuring that the customer’s vehicle is in order and clean.
- Triggering the invoicing process after maintenance and repairs has been completed.
- Informing customer about readiness of vehicle
- Transparent documentation for the customer of all the open work that has been performed and all the required parts.

**Vehicle handover**
- Taking a test drive after the repairs, if required or as requested by the customer.
- Preparing for customer consul