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Service Advisor

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CompanyCapital Automotive Ltd.
Industry
Construction
No of Employees
101-200
Website
http://
Company description

Capital Automotive Ltd. just might be looking for YOU. The company is the top provider of lifestyle automotive and agricultural sales and services in Myanmar. Capital Automotive Ltd. is also the sole distributor and dealer of globally recognized brands Ford, Jaguar, John Deere and Land Rover. Check out the job listing; who knows, you just might be what we're looking for.


Job description
Achieving High Standards
Principal Duties and Responsibilities:
• Greets all customers promptly; provides timely professional service.
• Departs from traditional ways of doing things to ensure customer satisfaction and loyalty.
• Provides excellent customer service by listening to customer inquiries and requests, asking questions to identify service needs, resolving customer concerns, and sells additional services when appropriate.
• Estimates cost and completion time/settles customer accounts.
• Communicates with customer about status of work.
• Coordinates activities to ensure repair work is fixed right the first time and completed on time.
• Obtains the customer’s written approval on all repair orders at the time of the write-up or when closing additional add-on sales.
• Inspects every finished repair order for proper completion, pricing accuracy, and legibility.
• Meets or exceeds goals for add-on sales.
• Delivers the right car in perfect condition every time.
Additional Duties and Responsibilities:
• Identifies repeat customers and treats them accordingly.
• Contacts customers to remind them of service appointments and/or when scheduled maintenance is due.
• Answers incoming telephone calls promptly, courteously, and makes every effort to satisfy the caller’s inquiry.
• Documents repair order changes.
• Eliminates surprises for customer by reviewing service repairs and their associated charges to ensure accuracy.
• Promptly addresses and resolves customer viewpoint and service follow-up issues.
Working Effectively With Others
Principal Duties and Responsibilities:
• Builds productive working relationships with fellow employees through clear communications.
• Has an approachable style; fosters open communication through active listening.
• Asks relevant questions regarding repair or service request to ensure proper servicing of vehicle.
• Maintains open communications with technical staff regarding job status changes.
• Speaks clearly, concisely, and effectively.
• Assists customers in identifying problems and concerns so that proper service and maintenance can be specified.
Additional Duties and Responsibilities:
• Follows up with customers to ensure they are satisfied with service.
• Promotes cooperation and teamwork among technicians and support staff.
• Assists other Service Advisors when needed.
Handling Pressure
Principal Duties and Responsibilities:
• Effectively handles and implements changes in Service Department.
• Shifts priorities and goals as work demands change.
Additional Duties and Responsibilities:
• Ensures that work is completed on time and as requested.
• Explains the need for additional or unanticipated services and associated cost to the customer.
Managing Complexity
Principal Duties and Responsibilities:
• Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful implementation.
• Monitors workload (and if appropriate schedule workload) to determine amount of work that can be accommodated in Service Department (e.g., flat rate hours available to sell, shop capacity, services in customer demand, etc.)
• Identifies and supports opportunities for methods/process improvement (e.g., tracking drive fill rates, monitoring part delays, and FIRTFT parts availability scores).
• Maintains an effective appointment system to verify customer problems, recommend/sell additional services, and properly and accurately communicate customer concerns.
Additional Duties and Responsibilities:
• Maintains and updates customer records and files.
• Identifies ways to improve operations and customer service.
• Makes policy adjustments within the guidelines and budgets established by management.

DUTIES AND RESPONSIBILITIES, continued
Understanding and Using Business Knowledge
Principal Duties and Responsibilities:
• Utilizes basic technical knowledge to develop potential cause of problems.
• Provides additional vehicle information to technicians as needed.
• Explains technical information about repairs to customers.
• Suggests additional services that Service Department offers.
Additional Duties and Responsibilities:
• When necessary, assigns a particular Technician to work on a car.
Applying the Basics
Principal Duties and Responsibilities:
• Uses computer systems to look up customer's service history, schedule appointments, enter repair order information and manage information.
• Follows up to resolve and communicate resolution of customer concerns to local market Ford Customer Satisfaction organization.
• Makes certain that time ticket information is complete and accurate so that Technician productivity can be monitored, customer delays eliminated, and repair services reconciled.
• Follows all Service Department policies and procedures.
Additional Duties and Responsibilities:
• Maintains an awareness of, and complies with, safety regulations and hazardous waste disposal.
• Makes warranty and billing adjustments.
• References existing manuals, publications, and other written documents to obtain needed information.


Desired Skills and Expertise
Achieving High Standards focuses on ensuring customer satisfaction, getting results, getting details right, and displaying professionalism and integrity. This involves anticipating customer needs and seeking solutions to satisfy customers, achieving or exceeding sales and service goals, showing concern for all aspects of the job no matter how small, following ethical standards set by the Company, and acting in a professional manner.
Working Effectively with Others focuses on valuing teamwork, listening, speaking, and writing effectively, and using these communication skills to influence customers and to ask probing questions about customer problems and needs. This includes being aware of the impact of one’s own behavior on others and using appropriate communication styles with others.
Handling Pressure focuses on adapting to change, maintaining composure, resolving conflicts and multi-tasking. This includes changing work priorities or procedures in response to changing conditions and multiple work demands, maintaining performance under stress or opposition, remaining sensitive to time deadlines, keeping a positive and professional demeanor, analyzing all viewpoints objectively, and shifting between two or more activities while maintaining high levels of quality.
Managing Complexity focuses on planning and prioritizing, analyzing problems, and making decisions. This includes accomplishing goals and meeting deadlines that support FIRTFT, customer handling, and business growth; recognizing problems; and determining relationships between “cause” and “effect.”
Applying the Basics focuses on referencing written information, applying basic math skills, using computer and technical systems, completing forms, and learning new procedures. This includes using computer systems to access and input information, learning new information, and completing repair orders or other forms to the specifications of the dealership.
Understanding and Using Business Knowledge focuses on applying general technical knowledge and using knowledge of dealership operations. This includes understanding general technical areas associated with auto repair, willingness to increase knowledge in order to ensure proper repair, and using skills to carry out Company policies, build customer loyalty, and assist in controlling costs.
EDUCATION
Education, training and/or certifications should clearly demonstrate the possession of the knowledge and skills stated above.
• Minimum Bachelor’s Degree level.
• Some college or automotive/vocational training preferred
• Driver’s license preferred
EXPERIENCE
• 2 years in an automotive service environment preferred
PHYSICAL REQUIREMENTS
• Moving about the Service Department
• Using computer to look up information and write up orders
• Bending, stretching, lifting, reaching, and climbing
• Utilizing physical and manual dexterity
• Driving a vehicle (if properly licensed)
• Lifting up to 50 lbs.
• Using equipment consistent with industry standards
• Working Conditions:
• Noise
• Vibration
• Paint
• Dust
• Exhaust fumes
• Other hazardous and non-hazardous materials

Language skills

We offer Salary is Negotiable.

Work location Yangon, Myanmar.
State/District: Yangon (Rangoon)

More information Industry: Tech Support / Services
Job Function: Service Advisor
Employment Type: Other
Full time: YES
Job posted: 15/10/2016

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