Service Advisor (Klang Valley)

Sime Darby Motor Group; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading automotive service provider in Kuala Lumpur seeks a skilled service advisor to enhance customer satisfaction through expert service advice, effective diagnosis, and thorough communication. You'll be responsible for organizing test drives, creating detailed service orders, and ensuring compliance with warranty processes. Successful candidates should possess automotive industry experience and an unwavering commitment to customer service.

Qualifications

• Experience as technicians in the automotive industry is required.
• Knowledge of warranty policies and processes.
• Ability to identify and resolve problems swiftly.

Responsibilities

• Carry out service advice together with the customer.
• Organize test drives and diagnose vehicle issues.
• Advise on handling accident damage.
• Create detailed service orders with all relevant data.
• Ensure customer mobility and obtain approvals for services.

Skills

Customer Focus

Problem identification and resolution

Warranty Policies & Processes

Service Standard Enhancement

Job description

Carry out service advice at the car together with the customer at the appropriate location.

Ensure vehicle with valid roadtax.

Organize test drives to ensure correct diagnosis by a Service technician and workshop master technician

Create complete and detailed orders with vehicle data, diagnosis, estimated TU’s and working hours, completion date, scope of costs; (detailed description of faults (original statements by customer)

Check parts availability prior to start of repairs

Check for open campaigns prior arranged booking time.

Upselling Tequipment and PDS products, as well as the services of the dealership within the framework of the advice discussion

Advise in handling accident damage with support of insurance advisor

Sell services not yet performed (telephone offers).

Ensure customer mobility

Obtain customer approval for extensions to orders and provide this information to the workshop

Check and approve the complete and correct invoicing for services

Observance the applicable Terms and Conditions of Repairs

Perform final approval and check of invoice for accuracy

Explain the invoice to customer

Hand over the car to the customer

Make follow up calls to customers and inquire about services provided after the service has been completed

Provide information on prices and agree schedules

Assess warranty and goodwill applications from both a professional and technical point of view

Agree on payment terms with the customers, according to principles established with the management, prior to booking.

Ensure owner and vehicle data are updated in DMS.

Draw up findings reports in the case of repairs not carried out

Make cost estimates taking all in, prices and maintenance into account

Organize service reminder prospecting for services and warranty extension

Pass on information to Parts Sales to optimize parts supply

Organize and check product recall

IEFS documentation

Acquire SSS feedback from customer

Responsibility for Environment, Safety and Health to ensure a safe working environment for all employees, whilst complying with local legal requirement

Professional Experience

• Experience as technicians in the automotive industry

Job Specific/ Personal Effectiveness

• Warranty Policies & Processes
• Customer Focus
• Leveraging Auto Industry Mechanical and Engineering
• TQM Process Improvement Initiatives
• Implementation and Enforcement of ESH Practices
• Resource Management

Leadership

• Sustainability Orientation
• Leveraging Talent
• Driving Change and Performance

Impact/Accountability

• Jointly control the WIP volume which would affect the branch service profitability.
• Reduce the customer complaints based on Porsche standard and requirement.
• Improve CSI based on Porsche standard and requirement

Problem Solving/Decision Making

• Problem identification, prioritizing and resolution.
• Solutions recommendation: strategies to improve customer satisfaction.
• Process Improvement: enhancing service standard.
• Negotiation: Liaising with customer on invoice payment

Interaction:

• Service Manager
• Head of Aftersales
• Customers
• All support employees in parts, sales, service and warranty