Certified Senior Service Advisor
Emirates Motor Company - Al Fahim Group
Total years of experience :16 years, 1 month
Highlights:
• Won an Award of Excellence in October 2022 for exceptional performance in TeCHamp Service Advisor Category.
Responsibilities:
• Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
• Prepared accurate and detailed repair orders that describe customer concerns, known issues and likely causes along with services and repairs required.
• Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
• Maintains customer report by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
•Periodically checking on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems; getting customer approval to do additional work and explaining the work performed and the charges being billed.
•Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles; issued proforma invoice and ensured that all relevant paperwork is completed.
• Dealing with unexpected situations, acting on one's own initiative to identify the situation, understand it, deal with it and implement the solution.
• Adding structure to tasks by defining priorities and completing the work in a systematic, efficient fashion within the required timeframe
• Recommend repair scope and service measures/recall and provide repair cost with time estimate.
• Advised customer on using the vehicle appropriately and ensuring regular servicing and maintenance to the vehicle.
• Provide customer mobility options during job order acceptance; promoted actively further After Sales services and products.
• Coordinated with Quality Assurance that the correct work has been performed according to Mercedes standards.
• Used comprehensive vehicle assessment sheets to show customers findings of repair team and explain additional service needs.
• Handover customer vehicle in a professional manner and explain services in invoice.
• Handle customer complaints as well as escalate special cases to After Sales Manager.
• Implemented customer lifecycle follow-up measures such as regular maintenance reminders to increase customer loyalty.
• Handling service contracts and up-sell additional accessories and products to customers increasing the profitability of the service center.
Highlights:
• Improved performance of the warranty administration system and substantially reduced rejection rate from 8% to 0.5%.
• Managed manufacturer warranty audit only with 0.3% reversal debit in 2014.
Responsibilities:
• Process job cards received from branches in the GA-online system, update status in Oracle POS system and return job cards to branches.
• Coordinate and correct all claims corrections & charge-backs; avoid duplicate claims by verifying repair orders against vehicle service history; flag technicians for hours earned for services performed by them.
•Assist Service Advisors & technicians in resolving warranty queries and closing open warranty job cards.
•Coordinate with MAN Germany in administering warranty claims related to all branches of the company.
• Support departmental head with special projects, audits and reconciliations.
• Monitor adherence to prescribed procedure in downloading job card details from system to PC and production of daily reports; review and settle all ageing schedules & reports.
• Ensured that all warranty repair orders are complete accurate & legible and comply with MAN polices & procedures.
• Analyze tends, identify problems and develop strategies for maximizing claims realization and provide recommendations for process improvement.
• Highlight to the General Manager any fraudulent manipulation of warranty claims.
• Build & sustain relations with designated regional warranty officer of the manufacturer.
• Maintain high quality of warranty processing to minimize rejections & outstanding amounts and maximizing reimbursement from MAN Germany.
• Conduct monthly audits of warranty claims, schedule parts inspection, review ageing claims with job cards and recommend adjustments or write-offs.
• Ensure proper utilization of MAN after sales portal and other platforms like WIS, TIS, SSD, GA-online and Oracle POS in smooth warranty operations.
Highlights:
• Won a Certificate of Excellence in Jun 2010 for outstanding performance and contribution to the company.
Responsibilities:
Staff Training
• Coordinated with Gargash Training Department and Daimler Middle East (Mercedes-Benz) regarding all staff training activities.
• Assisted & supported participants in training programs in understanding training content.
• Scheduled and organized computer based training schedules ensuring coverage of all target staff.
• Allocated staff to batches of first & repeat e-learning sessions and ensured completion of all planned programs.
General Administration
• Ensured maintenance of up to date distributor retail standards as per latest manufacturer guidelines.
• Contributed to preparation, implementation and ensuring compliance with annual budgets.
• Monitored accurate and on time data entry to maintain all departmental records.
• Assured adherence to Mercedes Benz CI/CD requirements in terms of logo and inventories of workshop invoices, pre-order forms, job cards, business cards, envelopes and workshop supplies in coordination with marketing department.
• Stood in for the Secretary, Work Controller or Service Advisor during their absence.
• Updated leave/absence data of staff and processed monthly payroll through the time attendance system.
• Coordinated provision of overalls, shoes, uniforms, name badges & name plates for staff as per standards in force.
• Controlled fuel expenses of departmental vehicles and arranged required fuel cards from Finance.
Workshop Facility Management
• Set up & maintained Star machines with wireless networking and SD connect; printers, scanners and photocopiers.
• Maintained workshop computers ensuring availability of up to date service applications as per Mercedes Benz CI/CD guidelines.
• Ensured availability of approved DMEL workshop equipment as per GOTIS.
• Liaised with procurement department and participated in negotiation with suppliers for required workshop tools.
EDUCATION Subjects covered in 1st Year. Applied Mathematics-I Applied Physics Computer Applications Automotive Electrics & Electronics Internal Combustion Engines Engineering Drawing Workshop Practice-I Subjects covered in 2nd Year. Industrial Management & Economics Applied Mathematics-II Applied Chemistry Applied Mechanics Applied Thermodynamics Suspension, Steering & Brakes Workshop Practice-II Problems in Internal Combustion Engines Metrology Subjects covered in 3rd Year. Business Communication Computer Aided Design & Manufacturing Fuel Injection & Carburation Automotive Transmission Motor Vehicle Inspection Auto Body Building and Finishing Motor Vehicle Driving Workshop Practice-III Metallurgy and Heat Treatment
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