Facilitate the service operations in the Center in terms of manpower and facility to achieve the targets in areas of customer satisfaction, customer retention and productivity by adhering to the company’s vision, mission and values and applying the standard operating procedures.
Carrying-out pre-acceptance inspection (damage on body, valuables inside, accessories, etc.) and records results on check sheet and confirm with the customer through proper checking of the physical condition and inventory of the vehicle.
Ensure that satisfactory repairs are done as per the customers’ demands with the coordination with the Chief Technician in the job assignments, preliminary diagnostic procedures and final inspection of the car.
Ensures highly satisfied Guest by supporting a “Guest Centric” and “Fix-It-Right” mind-set to the service team to achieve high quality after sales activities through an effective networking with other departments in the Center in accordance to service standards.
Discusses details with the customers the works to be done, the estimated cost of repair and the delivery time of the car through appropriate diagnoses of his vehicles using all channels of communication.
Assist in the center’s achievement of GDI and increase customer retention through demonstrating professionalism during the customer engagement activities.
Communicate with the customer on any progress of the repair of the vehicle and get his approval and confirmation on additional parts that may be required through proper communication protocol and avoids unnecessary replacement of spare parts.
Follows-up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish the repairs and timely delivery of the car to the customer.
Conduct post service follow-up for complaints, issues and concerns
: Managing one's own time and the time of others.
: Monitoring/Assessing performance of self, other individuals, or organizations to make improvements or take corrective action.
: Understanding the implications of new information for both current and future problem-solving and decision-making.
Should possess high level of people handling with ability to analyze and identify the complex nature of the problem.
Good Communication Skills:
(Listening and Questioning) Proven ability to communicate and determine customers’ needs and to sell the dealership's parts and service capabilities based on features, advantages and benefits.
Job requires the knowledge in worksheets, word processing, presentation and database management.
After Sales Related Skills:
Persuasive, Able to deal with stress, patient, persistent. Should have automotive and technical knowledge (pre-diagnostic questioning, trouble-shooting, etc)