Service Advisor
Saleh Al Hamad Al Mana Co
مجموع سنوات الخبرة :13 years, 11 أشهر
• Serves as first line to contact and primary liaison between the customers and dealership service department during the service process.
• Received and assist customer with their service and maintenance needs.
• Assures continued customers satisfaction with their vehicles and the dealership
• Perform service request write -up to repair orders and ensure timely and accurate completion of repair
• Maximized service department sales ( Service and Parts)
• Recommending upcoming period checks and maintenance service to positive customers by phone
• Listen attentively and determine customer wants and needs. Clarify what customer needs and request.
• Accurate enter and update customer and vehicle information details in the system.
• Identify customer needs courteously, clearly reporting and verifying all vehicles symptoms and service request describe by the customers.
• Perform vehicle checklist and inspection with customer’s as much as possible and appropriate recommendation on the findings.
• Verify the problem on the vehicle, judge the necessity of test driving with customers.
• Use diagnostic worksheet and explain to customer what the problem is and pinpoint and explain what the cause.
• Prepare a realistic and accurate repair cost estimate for labor and parts
• Explaining work to be done and provide accurate time
• Secure customer approval (Estimate/Parts/Delivery Time/Payment/Warranty) and before repairing obtain customer signature if needed.
• Monitor the repair order progress of each vehicle receiving throughout the day and constantly update the customers as needed
• Handle telephone inquiries courteously and promptly
• Contact customers for additional work and obtaining approval or repair authorization
• Promoting and selling of additional products (Labor/Parts/Accessories.)
• Check customers repair order to see if all service request has been done and resolved
• Check service changes, vehicle cleanliness and make sure all paper works complete
• Explain all completed work and charges to customer and attempt to make the next maintenance appointment reminder.
• Personally escort the customer to their vehicle upon payment and remove vehicle protection cover in front of customer
Responsible for the compliance of following standard:
•(ASDOS) - After Sales Dealer Operating Standard
•(N-CAM) - NSC Competitive Advantage Map
•(DPR) - Dealer Process Review
•Encode, Sort and Review all CSI (Customer Satisfaction Index) Report from the Service Advisor.
•Call reminders for Nissan, Infiniti and Renault.
•Encode, Sort and Review all VOC (Voice of Customer)
•Booking and Coordinating Appointment in Main Service and all Branches.
•Generating date for Daily, Weekly, Monthly and Year End Report.
•Receiving incoming and outgoing calls for Nissan, Infiniti and Renault Customers.
• Approve in process production by confirming specification
• Conducting visual and measurement.
• Maintain safe and healthy work environment by following standards and procedures.
• Documents inspection result by completing reports and logs
• Responsible in any station in manufacturing such as:
o Engine Room Inspection
o Mechanical / Electrical Checking
o Under body Inspection
o Interior / Exterior Inspection
o Chassis Frame (Wiring) Inspection
o Paint Inspection
• Prepare vehicle for painting process by cleaning filling in dents and dings and removing any rust
• Tape and cover all parts of the car not being painted
• Apply paint to car using sprayer or brushes as needed
• Fully inspect finished product for any drips or missed spots
• Inventory supplies and materials needed to complete auto body painting jobs
• Maintain safety rules at all times