- Job closed -
Job Title: Service Advisor
Section/Unit: SERVICE DEPARTMENT
Supervisor: service manager
Duty Station: Khartoum
Duration: Full Time / Permanent
Closing Date: 15 August 2018

  Background:

The Service Advisor is responsible for scheduling service work in the service department and for selling additional needed service to customers.

As a Service Advisor you will be liaising both with customers and workshop personnel in order to clarify needs and expectations to ensure that repair and service on vehicles can be conducted within an expected length of time and at expected cost.



  Duties and responsibilities:

• Identify and assess customers’ needs to achieve satisfaction.
• Conduct a thorough inspection of vehicles after servicing and repairs are completed this includes a physical inspection and test-drive of the vehicle to ensure there are no issues.
• Release the vehicle for return to the customer if repairs are in order or return the vehicle for additional work is issues are discovered.
• Make relevant notations on the Job Card as to findings.
• Proven customer support experience or experience as a client service representative.
• Provide prompt and efficient field responses to customers’ warranty needs on new products in the warranty period, by liaising with Sales Department.
• Ensure that the technicians are aware of procedures for using new products and equipment.
• Orient new team members to familiarize them with work surroundings and explain job expectations, procedures and duties.
• Ensure adequate maintenance of tools, equipment and other materials in the Service Area.
• Track record of over-achieving quota
• Provide advice and technical assistance to team members.
• Review customers’ service orders and inspect the quality of a technician repairs before the release of the Equipment.
• Plan and adjust the workloads of department personnel to match their skills and abilities.
• Coordinate with Sales department and arrange for delivery of equipment to customers.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritise, and manage time effectively.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication.
• Undertake additional related responsibilities as required.

 
Minimum Qualification, Skills and Experience Required:

Degree – Mechanical/Electrical/Automotive Engineering is mandatory
• At least 3-5 years experience
• Technical background, preferably in Mechanical Engineering.
• Knowledge of the industry, its manufacturers, its customers, and their requirements
• Knowledge of the service and maintenance requirements of our franchisees is an asset
 


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