Initiate customer dialog Record customer request/complaint and findings (probe for more information relating to the fault diagnosis Guide test drive contact Diagnosis Technician) Carry out initial inspection and test drive vehicle condition check Present advise on and sell current service offers (accessories service packages special offers) Arrange for any outstanding service measures to be carried out Find out whether repair is covered by warranty or goodwill Prepare quotation and clarify mode of payment Agree work to be done with customer and document the order Check availability of parts (special installation advanced booking) Agree deadline with the customer Include information about accident prevention/safety regulations/safety regulations in order Obtain customers authorization by signing the order Advise customer to remove valuables from the car

Order processing Check workshop capacity Hand over job to the workshop Monitor status of the job In special cases get additional information about the fault from the customer Agree additional work and delays with customer (determine whether repair is covered by warranty or goodwill or chargeable) Initiate billing process.

Quality Assurance Check the extend of work and ensure that it is carried out Ensure final inspection has been carried out (responsible person signs off order) Check to ensure that (customer) vehicle is clean and in order Check customer and vehicle data (ensure that it is complete and accurate) Ensure work is completed within the deadline 4 Vehicle Handover Inform customer about work carried out and agree how to proceed with work not covered by actual order. Ensure professional vehicle handover Explain the bill to the customer if necessary Carry out test drive after repairs if required/requested by customer 5 Followup Service for Customer Carry out service followup Pass on customer feedback (both positive and negative) to the specific parties 6 Build and enhance customer relationship Promotion of companies activities in relation to service parts and other service campaign Offer basics technical advises to customer Make the appropriate recommendation which is cost effective to the customer to gain customers trust

Requirements

OBJECTIVES OF THE JOB :

1. The Service Advisor has to establish and maintain a personal contact with the customer over the

life cycle of his vehicle and keep the customer loyal to the brand

2. He provides the customer with the information and solutions on product and service to meet his

needs and desires

3. He translates professionally the customer s complaints on to a job order which can be efficiently

executed by the workshop with high quality

4. He promotes actively the service products

5. Effective communication with Service Manager Foreman / Workshop Controller Diagnostic

technicians (in difficult cases) Parts Manager Customer Care Officers

OBJECTIVES OF THE JOB : 1. The Service Advisor has to establish and maintain a personal contact with the customer over the life cycle of his vehicle and keep the customer loyal to the brand 2. He provides the customer with the information and solutions on product and service to meet his needs and desires 3. He translates professionally the customer s complaints on to a job order which can be efficiently executed by the workshop with high quality 4. He promotes actively the service products 5. Effective communication with Service Manager, Foreman / Workshop Controller, Diagnostic technicians (in difficult cases), Parts Manager, Customer Care Officers