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. Service Advisor, Automobile / Automotive, Four Wheeler
