Service advisor / Customer service consultant (Body shop and painting)(AG Job No 56)

As a Certified Service Advisor, you are the professional manager of the entire customer oriented service process. You set the standards for customer support. You see every contact with the customers as a professional challenge and feel responsible for the customer problems until they have been resolved.

Customer appreciates you as a certified service advisor, because you are competent, trustworthy; treat them with respect and like a partner. Even during conflicts, you always value the customer. Your colleagues in the workshop appreciate your technical skills mean you speak the same language. In doing so, you are a competent interface between the customer and the workshop and make a substantial contribution towards the economic success of the entire field of After Sales.

Qualifications:

• Diploma or Graduate in Automotive Segment.
• You are a colleague, helper, coordinator, director, and diplomat for all relations with customers.
• Your feeling of responsibility is what drives you.
• You are authentic and independent.
• Your persuasive skills, interest in good communication, and confident decision-making all set you apart.

Training

• Trained and certified technology specialist in a motor vehicle service profession or proof of comparable competencies through a technical entrance test.
• Training series to become a certified service advisor and annual participation in update training courses by Mercedes-Benz.

Experience

• 4-5 years of experience as Service Advisor
• Preferred an experience with a Luxury Automobile brand

Competencies
Social and interpersonal competence

• You are extremely loyal to company and brand. As a result you come across as trustworthy and responsible.
• You show a lot of initiative. You are persuasive and are able to make decisions on your own.
• You professionally implement all Mercedes-Benz specifications on customer oriented conduct.
• You are willing to make compromises, but can also openly address and constructively solve conflicts with customers and colleagues.
• You are good listener and are empathetic towards customer concerns, requirements and willing to understand customer s problem.
• You are Capable of capturing revenue opportunities through identification of additional work, value added services, up-selling of service products with conviction.
• You are team player and capable of liaising with workshop staff for getting the work done in desired timeline.
• You are honest with customers and offer them solutions that take time and costs into account.
• You actively approach customers, thus showing excellent communication skills.

Method and process competence

• You are good at planning and organizing. In doing so, you show a high level of skills in processes and systems.
• You are aware of standard processes of reception, handover and follow-up to ensure customer satisfaction.

Technical competence

• You are technically qualified to carry out basic checks, diagnosis in vehicle and offer a consultation to customers.
• You are capable of transforming customer requirements into technical instructions for internal communication.
• You are a critical reviewer of work done as per the requirements of customer to meet customer expectations.

Tasks
Main tasks
Service reception

• Initial contact with the customer where you determine the customer and vehicle data.
• Performing basic vehicle checks/on-board diagnosis and documenting results of preliminary diagnosis.
• Documenting the customer s concerns/requirements and offer recommendations for additional jobs with reference to the service history and vehicle condition.
• Presenting the current service offers to the customer, offering additional services as well as services that are free-of-charge or subject to a fee (e.g. vehicle care, pick-up and drop-off service, washing the vehicle) and indicating the necessity and benefits thereof.
• Precise communication on time and cost estimate for further approval from customers.
• Information on available contact channels (i.e. voice calls, video calls, SMS, email) and share the contact details for further communication.

Work preparation

• Prepare workshop order with accurate translation of customer concerns into technical work instructions.
• Explaining and handling over the workshop order to the Job controller for necessary work.

Diagnosis

• Performing a visual inspection and taking a workshop test drive.

Repair/maintenance

• Monitoring the degree to which maintenance and repair orders have been completed and coordinating order additions with the customer and the workshop.

Order completion

• Reviewing the work done and ensure the completion as per the customer s requirements.
• Ensuring that the customer s vehicle is in order and clean.
• Triggering the invoicing process after maintenance and repairs has been completed.
• Informing customer about readiness of vehicle
• Transparent documentation for the customer of all the open work that has been performed and all the required parts.

Vehicle handover

• Taking a test drive after the repairs, if required or as requested by the customer.
• Preparing for customer consultation and coordinating vehicle handover with the customer.
• Greeting the customer and taking back the courtesy car.
• Explaining the performed work and invoice to the customer.
• Conclude the meeting with customer feedback and information on next service due, online appointment facility for future visits. Extend warm greetings.

Service follow -up/customer support

• Making the service follow-up call after 3 days of delivery, for ensuring customer satisfaction.
• Resolving customer conflicts constructively.