Service Advisor - Equipment
Customer Services Advisor Information
§ Apply laid down vehicle reception procedures drawn up by management.
§ Manage bookings on the basis of available hour’s data provided by the workshop through the Workshop Manager.
§ Manage appointments on the basis of customer constraints, available appointment slots and unforeseen events in order to optimize Technicians workload.
§ Open job cards and ensure invoice is correct as per the jobs performed.
§ Make sure cash and credit customer procedures are followed.
§ Create an atmosphere of trust by providing a personal service.
§ Evaluate customer needs by asking appropriate questions exhibiting the required professionalism. Determine in consultation with the management if the work to be done is covered by warranty or a manufacturers recall campaign.
§ Reformulate customer requests and draw up a work order. Explain the nature of work and checks to be done, and give estimated price and lead-time commitments.
§ Sign the work orders and also have the customers sign it. Provide customers with a copy.
§ Remain in contact with the Technician, Supervisor or Manager for real-time progress reports. In case of additional (unforeseen) jobs contact customers by telephone to inform them of a change in delivery deadlines and cost. Inform customers of this procedure during Equipment reception.
§ Ensure that work requested has been carried out, explain the bill to the customer and ensure that the bills are paid for before the vehicle is released.
§ Ensure proper organization of paperwork, and validate vehicle service books
§ Accompany customers to their equipment and remove protective covers.
SALES SUPPORT AREA
§ Thoroughly check list to ensure that equipment are in good condition for delivery.
§ Organize the delivery schedule and inform the sales team accordingly.
§ Assist the organization / supervision of PDI and the final washing of equipment
§ Process any documents related to invoicing/delivery
§ Fill in the warranty booklet/certificate and make sure customer has signed and kept his/her copy
§ Ensure transfer of ownership documents are signed by customers
§ Maintain and develop good quality relationships with new and existing customers
§ Assist with all administration tasks for Equipment stock management and Equipment sales management including invoicing
§ Assist with the preparation of documents for the registration and transfer of new Equipment /Machines
§ Assist the sales team with proforma invoices and credit schedules for tendering jobs
§ Process the transfer of ownership and DVLA administrative paperworks