Service In Charge
Altayer Motors
مجموع سنوات الخبرة :16 years, 4 أشهر
• Supervise Customer Vehicles for Service and Repair Jobs and raise repair orders on Dealer Management Systems (DMS).
• Understand the customer needs and requirements and accordingly raise Service Orders.
• Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers.
• Sell Value added Services, Service Contracts, Warranties, Parts and Accessories.
• Supervise Customer calls activities and set daily calls target.
• Ensure service and reception area are fully equipped and organized.
• Coach and train new service advisors.
• Implement new programs and guidelines that improve service procedures .
• Resolve Customer Complaints and ensure customer has positive ownership experience.
• Regularly follow up with Workshop controller and technicians on vehicles and update Customers on the job progress.
• Raise Warranty and quotations approvals.
• Raise special orders for parts not available and follow up and keep customer informed.
• Set monthly service target by increase labor hours and up selling.
• Carry out action plan to implement and improve service quality.
• Carry out administration and documentations process.
• Report and analyze service performance evaluation.
• Prepare Weekly and monthly KPI, CSI and CRM to be analyzed and discussed.
• Prepare Invoices on DMS and arrange for Active delivery of vehicles.
• Follow up WIP’s and pending payments of credit customers and ensure collection within stipulated time.
• Conduct post service follow up to ensure customers satisfaction.
• Monitor stock level and report inventory.
• Carry out inbound/outbound calls to customers and dealers.
• Provide solutions and helpdesk to the Customers on their requirements.
• Investigate customer complaints and non-conformance issues.
• Collect and compile statistical quality dealer’s network data.
• Analyze data to identify areas for improvement in the quality system.
• Provide recall campaign report for keeping the Customer updated.
• Submit orders bills and claims for Material costing & price control.
• Allocate demo and courtesy vehicles to be delivered.
• Verify & organize all Clearance Documentation and shipments statics.
• Navigate & track shipments routing and distribute load list to our dealers.
• Schedule & Coordinate with the 3rd party for pickup and delivery timing.
• Liaise with customers and vendors and coordinate with suppliers.
• Follow up pending orders and payments with dealers and customers.
• Record and update orders and dealers network database.
• Prepare and Review CSR, CCR reports and analyzes CRM report scores.
• Report on weekly and monthly basis such as dealer performance, sales forecast, Incentive guidelines and programs.
• Prepare dealers communications and programs to be send on a daily basis.
• Carry out all administration works and coordinate with internal departments
Greet customers, schedules service appointments and receives vehicle information.
Listen to requests of the service desired and explains the repair or service order.
Generate profit by selling service, repairs and parts.
Estimate the cost and time needed to do the repair.
Deal with customer account status and methods of payments.
Handle customer complaints and ensures high customer satisfaction standards.
Promote service facilities to encourage repeat business.
Manage to reach monthly service target by increase labor hours.
Periodically check on the progress of the vehicle during servicing and contacts the customer when technicians discover additional problems.
Get customer approval to do additional work and explains the work performed and the charges being billed.
Assure the quality of service and the final check has been carried out.
Carry out after sales follow ups to build and maintain positive relationships.