service adviser
شركة الجميح للسيارات
Total years of experience :13 years, 6 Months
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.Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.Maintains customer rapport 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.Maintains automotive records by recording problems and corrective actions planned.Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Job Role: Service Advisor-Team leader
Responsibilities:
• Controlling & monitoring all of the activities of the reception department & service advisors.
• Preparing all reports needed to the after sales manager.
• Advising customers about necessary service for routine maintenance.
• Helping to identify a mechanical problem by questioning the customer or doing a visual Inspection or road test.
• Conferring with customers about inspection results, recommending corrective procedures, and preparing work order for needed repairs.
• Preparing a repair order showing time, cost, and labor estimates for service.
• Writing a brief description of the problem on the repair order to help the mechanic locate the problem.
• Explaining the work performed and the charges to the customer.
• Handling customer complaints.
• Scheduling service appointments.
• Obtaining customer and vehicle data and reviews vehicle history prior to customers’ arrival, when possible.
• Checking with dispatcher, as needed.
• Notifying dispatcher of incoming work.
• Checking on progress of repair throughout the day.
• Contacting customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed, and properly documents up sell information on the hard copy and in the Computer.
• Making sure that all work mentioned in the repair order is in accordance with requirements.
• Making sure that details noted "pay attention to details” document have been taken into account.
• Checking the quality of the work carried out before the customer arrives.
• Advise customers about necessary service for routine
maintenance.
• Help identify a mechanical problem by questioning the
customer or doing a visual inspection or road test.
• Confer with customers about inspection results, recommend
corrective procedures, and prepare work order for needed
repairs.
• Prepare a repair order showing time, cost, and labor
estimates for service.
• Write a brief description of the problem on the repair order
to help the mechanic locate the problem.
• Explain the work performed and the charges to the
customer.
• Handle customer complaints.
• Schedules service appointments.
• Writes up customer's vehicle problems accurately and clearly on repair order.
- Refers to service history, inspects vehicle, including opening of the hood, and recommends
additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in
accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts, provided by the
technician.
• Establishes "promised time."
• Checks with dispatcher, as needed.
• Obtains customer signature's on repair order; provides customer with a copy, including estimate
on Customer Pay repairs.
• Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day.
• Contacts customers regarding any changes in the estimate or promised time, explains cost and
time requirements in detail, and gets proper authorization before any additional repairs are
performed, and properly documents up sell information on the hard copy and in the computer.