Service Advisor

About the Role

Service Advisor at Carrier Ladder.

Key Responsibilities

• Conduct service advice with customers at their appointed location in 3 steps: fault diagnosis (if appropriate, with a diagnosis specialist) - RATC.
• Organize test drives for correct diagnosis by a Service technician and workshop controller.
• Provide information on prices and agree on schedules.
• Agree on payment terms with customers according to established principles.
• Create cost estimates (quotation) including all-in prices and maintenance, and obtain customer signatures.
• Create complete and detailed orders including vehicle data, diagnosis, estimated cost (operation times), working hours, completion date, scope of costs, and detailed description of faults (original customer statements).
• Pass on information to Parts Sales to optimize parts supply using the T card system for customer-ordered parts.
• Check parts availability prior to cost estimation.
• Check the possibility of liquidating dead stock in all job cards as per the list shared by the parts department.
• Offer accessories, lifestyle products, and dealership services during advice discussions.
• Advise on handling accident damage.
• Sell services not yet performed via telephone and email offers.
• Ensure customer mobility.
• Obtain customer approval for order extensions via email and inform the workshop manager.
• Check and approve complete and correct invoicing for services.
• Observe applicable Terms and Conditions of Repairs.
• Perform final approval with a test drive and invoice check.
• Explain the invoice using a proforma invoice.
• Explain CX feedback to customers.
• Hand over the car to the customer.
• Assess warranty and goodwill applications from professional and technical viewpoints.
• Record accurate and updated vehicle data for customer files.
• For repairs not carried out, mention them in the notes section in Quick View with appropriate reasons.
• Organize and check product recall technical campaigns.
• Invoice orders.
• Adhere to Skoda dress standards and personal appearance (wearing a tie, polished shoes, clean-shaven, ironed shirts and trousers).
• Maintain company discipline and decorum, abiding by all policies.

Requirements & Tech Stack

• RATC
• T card system
• Quick View
• Skoda dress standards

Qualifications

• Communication Skills – English and local language
• Result Oriented
• Interpersonal Skills
• Problem Solving
• Target-driven
• Discipline