Job Requirements

• Diploma in Auto Technology or equivalent
• Minimum 5 years of experience in automative industry, preferably in the luxury automotive industry.

Job Summary

To ensure optimum advice and customer care quality for Service customers. Ensure that an acceptable standard of Quality Management System is maintained in accordance with recognized working practice and company’s Quality Manual and Policy.

Job Responsibilities

• Service staff should enter all customer details in the database (Keyloop CDK database).
• Carry out service advice at the car together with the customer at the appointed location; fault diagnosis (if appropriate, together with a diagnosis specialist).
• Organise test drives to ensure correct diagnosis by a Service technician and workshop master technician.
• Create complete and detailed orders with vehicle data, diagnosis, estimated FRU (operation times) and working hours, completion date, scope of costs; detailed description of faults (original statements by customer).
• Check parts availability prior to start of repairs.
• Offer accessories and lifestyle products, as well as the services of the dealership within the framework of the advice discussion.
• To advise in handling accident damage.
• To sell services not yet performed (telephone offers/extended warranties/ campaigns)
• Ensure customer mobility.
• To plan workshop orders on the capacity planning chart and assign technicians to the orders with the co-operation of the workshop master technician.
• Obtain customer approval for extensions to orders and provide this information to the workshop master technician / time scheduling.
• Check and approve the complete and correct invoicing for services.
• Observe the applicable Terms and Conditions of Repairs.
• Perform final approval with test drive and check of invoice.
• Explain the invoice in depth with the customer fully explain value add services (e g EVHC, WASH & VACUUM).
• Check the vehicle condition and cleanliness prior to hand over the car to the customer and then complete handover as necessary.
• Perform regional market and competition surveys of services on offer.
• 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 directors.
• Record vehicle data for the customer file in line with local data guidelines.
• Draw up findings reports in the case of repairs not carried out.
• Make cost estimates taking all-in prices and maintenance (in accordance with the current value) into account.
• Achieve NPS in line with expectations.
• Manage WIP ownership and minimise aged WIP (Over 30 days).
• Assign loan and rental cars to customers.
• Organise regular demand-oriented telephone prospecting for services.
• Pass on information to Parts Sales to optimise parts supply.
• Organise and check product recall campaigns.
• Invoice repair orders.

Knowledge and Skills

• Strong technical knowledge of automotive systems and repair procedures.
• Excellent communication and interpersonal skills, with the ability to build rapport with high-net-worth clients.
• Exceptional customer service skills, with a focus on exceeding expectations.
• Strong organizational and time management skills.
• Proficiency in dealership management systems and computer software.
• Valid driver's license.
• Professional appearance and demeanour.

If you are a highly motivated and results-oriented individual with a passion for luxury and customer excellence, we invite you to apply for this exciting opportunity.