Sr.Service Advisor
Suhail Bahwan Automobiles LLc
Total years of experience :15 years, 5 Months
Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; 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, and labor; calculating customer's payment.
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 (CRM).
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.
Ensure speedy maintenance and repair through clear identification of customers Needs and accurate repair order preparation
Follow SOP and job descriptions of Service Advisor
Utilize the Service Appointment system to maximize the facility and manpower Capacity
Monitor the works progress and keep customers informed of changes to cost and or completion times
Create clear precise customer invoices that show and itemize all parts, labor and lubricant charges
1) Viva Toyota Bangalore, India
Viva Toyota provides innovative sales and service to the Toyota vehicles - Viva Toyota located in Bangalore (India), we are the one of leading dealers for Toyota in north Bangalore and we are also pilot dealer in India for some of Toyota's new projects.
Asst Manager-Service May 2012 - April 2014
• Maintain a productive working environment within front office
• Monitor Appointment & Customer Follow-up System
• Check on No Show Rate
• Ensure Front Office personnel are appropriately dressed and ready for work on time
• Assist Service Advisors in handling tough customers
• Take all necessary actions to resolve customer complaints in the shortest possible time
• Ensure a safe working environment
• Ensuring a clean and orderly Reception & Customer Lounge
• Ensure that 7-Step Customer Care Process are followed
• Acknowledge Good Performance & Conduct Regular Front Office Personnel Meetings
• Ensure the front office operation meets the requirements of the local environmental regulation
• Maintain clear and open communication between Front Office & Service Shop
• Lead, Control and motivate the Front Office Personnel
• Keep Service Advisors informed of possible sales and profit opportunities
• Setting, confirming and preparing for appointments with customers to expedite their service experience
• Greeting customers in a timely and friendly manner
• Determining vehicle needs based on customer information and a vehicle walk-around
• Using a consultative selling process to assist customers in planning for on-going required maintenance of their vehicle
• Producing repair orders for customers with full transparency including cost and time estimates
• Communicating frequently with Technicians and Parts Associates to ensure timely completion of work
• Follow-up with customers on the status of their vehicle, based on how the Customer wants to be informed.
• Creating a great vehicle delivery experience for the Customer.
• Following up with Customers to ensure satisfaction.
• Setting and achieving targeted sales goals
• Gaining superior product knowledge to effectively help Customers with service maintenance requirements and warranty information.
Providing an exceptional customer experience to drive loyalty.
Completed Pre University Education in 62%.
• Diploma in Automobile Engineering 2005-2008 Karnataka Technical Board India