Service Advisor

1. Main Purpose of Job

To meet and greet customers and represent MYNaghi and HMC in a professional and courteous manner

To Attain the Daily and Monthly KPIs as set by your Line manager (CSI/WIP Control/Budget etc)

To follow the seven stage Service Core Process as provided to attain the highest levels of CSI and Maximum profitability as per the Monthly Budget

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2. Duties and Responsibilities Plan

1. Greet customers and help interpret their service needs. Where necessary seek technical diagnostic advice from relevant service personnel.


2. Ensure customers receive price estimates at the time of receipt of vehicle or before.


3. Respond promptly to telephone queries from customers.


4. Liaise with customers of completion deadlines are unlikely to be met.


5. Liaise with Cashier to ensure due payment received prior to release of vehicle.


6. Ensure Reception area is maintained clean and tidy at all times.


7. Ensure all relevant information is clearly & correctly recorded on the Job Card.


8. Ensure that instructions on Job cards are clear and concise such that they cannot be misinterpreted by the technician.


9. Interpret any pertinent warranties and ensure customers are aware of their rights.


10. Ensure customers’ vehicles are neatly parked in the designated areas.


11. Liaise with Workshop Controller to plan future appointments and ensure optimum shop loading.


12. Together with Workshop Controller, manage customer appointment system.


13. Assist the parts department, wherever possible, to promote parts sales for repairs and with reducing dead stock levels.


14. Ensure compliance to DPR & other standards required by the company


15. Contact every customer daily with status report and ensure this is recorded for future reference


16. Ensure all work including Additional work is quoted for and is Signed and approved by the Customer Owner as per the Istamara (Mandatory)


17. Explain all Warranty guidelines to customers as per the HMC guidelines as mandatory.


18. Explain all prior work to be carried out as to the processes steps the technician will carry out


19. Take ownership of the WIP (Work in Progress) and close all Jobs Daily including following up with Warranty


20. Record all Repeat Repairs / Visits as per the Company policy and review weekly with Line Manager


21. Ensure the Exit interview is carried out with every customer


22. The above are just a sample and your line manager will explain in full your Roles and Responsibilities in line with Branch needs


23. Train TVTC Advisors as required and instructed by your Line Manager


24. Perform other duties as assigned by immediate manager.

Organise

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   1. Create and agree the organisation and staffing for the Reception Department to ensure the efficient achievement of objectives including:
   
   
   2. Maintain Aftersales areas to agreed housekeeping standards and ensure effective display of parts and accessories to promote Value Added Products.
   
   
   3. To ensure all customer enquiries and complaints are resolved in a competent and timely manner.
   
   
   
   

Control

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   4. Utilise monthly management reports to monitor and control department productivity and profitability.
   
   
   5. Monitor continuously the achievement of service levels and ensure effective support to the Sales Department.
   
   
   6. Ensure all activities are carried out with due regard to customers and employees’ health, safety and welfare.
   
   
   7. To carry out all other duties as required.
   
   
   8. MOC regulations – compliance
   
   
   
   

• To ensure efficient and timely operation of administrative systems and operating procedures such as WIP. Ensure that you fully comply with all the MOC rules and regulations as detailed in attachments and below


•  24 hours is the authorized time for inspecting & diagnosing vehicles in order to submit courtesy cars. in all cases we must clear the following points before we proceed

• What is the issue and is it present?


• Establish if the vehicle is under warranty:

1. I.E.:- has the maintenance schedule been performed in accordance  with the manufacture recommendations


2. Is the fault a manufacture defect or has it been caused by an outside influence     

1. If the vehicle is under warranty and the warranty is valid, a courtesy car of the same level to be submitted immediately to the customer

(Note: if the customer does not need courtesy car, he must write it down and sign on it on the repair agreement)

2. Customers with vehicles out of warranty are entitled of courtesy car after 14 days of repair due to parts delay


3. Accidents does not qualify for courtesy car unless deadline (as communicated to customer) of repair is missed

4. In case of falling to meet the repair deadline, a courtesy car must be submitted to the customer for all vehicles under & out of warranty

5. Regarding parts:

1. For fast parts, if the part is not available a courtesy car must be submitted if the vehicle is rendered unusable (Note: in case of agreeing with the customer to keep his vehicle until the part is available, the customer must sign the agreement)


2. For slow moving parts, a courtesy car must be submitted after

14 days

6. For all courtesy cars released, if the same level of vehicle is not available

1. If the customer agree to receive a courtesy car of a less level, he must sign the customer agreement upon receiving the car


2. If the customer refuse to receive a courtesy car of a less level, he can rent his own courtesy car & bring invoices (within the same price range)

7. Regarding customers underage or overage (21/60 years old), customer is to rent his own courtesy car and bring invoices in order to avoid issues with insurance


8. All of the above must be implemented for all vehicles which enters the workshops for repair as it is not for complaints only