Service In-Charge
Liberty
Total years of experience :10 years, 2 Months
Responsible for the achievement of department/division/unit productivity and quality goals.
Supervised regular processes of service department including reaching sales goals, customer relations, and team organization.
Sustain high level of customer satisfaction while striving to exceed sales and profitability goals.
Maintained customer relations to ensure long term growth in sales and profits and retained customer satisfaction by ensuring the delivery of quality work.
Supervise and provide guidance to automotive repair team
Monitor employees' work levels and review work performance.
Scheduled technicians to meet repair service appointments, assisting with daily work routines.
Maintain a safe and clean service environment, while maintaining all equipment and the facility with minimal capital outlay.
Inspect and monitor work areas, examining tools and equipment, and providing employee safety training to prevent, detect and correct unsafe conditions or violations of procedures and safety rules.
Requesting materials and supplies, such as tools, equipment or replacement parts through numerous venders.
Train new and existing staff on day-to-day operations and specific job duties
Train, coach, and develop new service advisors and monitored their progress.
Greeted customers, scheduled service appointments and received vehicle information.
Handled customer complaints and ensured high customer satisfaction standards.
Advise and explain to customers about details on reasons their vehicles are malfunctioning and how we can correct the problem
Strong experience in providing customer service to customers by selling vehicle maintenance.
Skilled at writing the repair orders, providing estimates, and selling additional repairs.
Explained to the customer what necessary repairs were required, the cost and the length of time to complete the repairs.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Handled warranty repair claims with Extended warranty companies.
Promote the service facilities to increase repeat business.
Perform after sales follow ups and developed strong relationships.
Ensuring the highest levels of customer satisfaction.
Manage consistent sales growth and profitability.
Complete required training and education in a timely manner.
Excellent verbal and written communication skills
Handling warranty jobs in our reign by Supervision of:
1- Receipt, validation and registration of warranty complaints.
2- Resolution of warranty complaint.
3- Settlement of warranty support claims from Service teams and Branch Operations.
4- Follow-up and recovery of claims on all Factories
5- Non-standard warranty claims
6- Shipping Damage claim process
Compliance and alignment of warranty processes with Corporate Policies & procedures.
Interacting with Customers on warranty complaints and related issues.
Interacting with Distributors and Channel partners on warranty claim/support related issues.
Liaison with subcontractors & service providers (internal & external).
Interface with Factories on Post Warranty Process (PWP), Known Documented Defects (KDD) and Documentation Slippage & Concession (DSC) issues.
Supervision of Warranty team: Training, Performance Management, KPIs and Absorption
Defective parts storage, returns and disposal.
Preparing warranty claims according the warranty job cards on time with all needed cods as (labor codes, parts cods).
Issuing warranty claims in manufacturer system on time.
Sending a finance report of rejected claims (if any) and explain the rejection reasons.
Following all warranty department instruction and preparing daily, weekly and monthly reports.
Greeting customers and scheduling service appointments.
•Interact with customers to know the nature of their automotive problems.
•Cataloguing customers concerns and comments.
•Writing service orders and descriptions of problems and repairs
•Translating customers’ repair problems into standard repair terminology
•Estimating the cost and time needed for repairs
•Secure agreement from customers while taking over their vehicles for repairs.
•Handle telephone and personal inquiries from customers.
courses: Certified CADILLAC professional service advisor. •Gold level certification in service advisor area. •Certificate in customer handling techniques. •GM retail standard certificate.