Service Advisor

KEY OBJECTIVES OF POSITION

The key objectives of the Service Advisor position are:

• Provide administrative and coordinative support to the Workshop, carrying out all work on time, to a high standard of quality and accuracy, in line with company policy and procedures.  
• Liaise with customers, providing an excellent customer service to all and promoting the image and reputation of the company.
• Coordinate all mechanical work at the Workshop, to achieve optimal levels of productivity and efficient and effective flow of process.
• Act as primary point of contact for the Workshop’s key accounts, to include e.g. the Police Force, Insurance companies etc.

Customer Service

• Welcome customers on arrival at the workshop.
• Answer and follow up on customers’ telephone calls in a timely manner.
• Provide technical feedback and communicate expected job completion dates to customers.
• Distribute planned work to Mechanics according to priority.
• Maintain good communication and relationships between customers and Emcar.
• Follow up on the progress of mechanical repairs and regularly update customers on the status of their vehicles.
• Inform customers of any additional repairs required, technical findings or delays.
• Ensure that additional work is communicated to customers and approved before proceeding.
• Monitor all ongoing jobs to ensure smooth and efficient workshop operations.
• Provide excellent customer service at all times.

Administrative & Coordinative Duties

• Ensure the smooth running and coordination of the workshop's administrative activities.
• Ensure that relevant information is communicated on time within the workshop and with other departments.
• Maintain good working relationships with other Business Units.
• Prepare quotations and invoices, including spare parts information provided by the Spare Parts Business Unit, and calculate labour charges.
• Follow up with customers for quotation approvals.
• Liaise with the Credit Controller to ensure customer payments are received on time.

Reporting & Controlling

• Prepare and update mechanical reports for all vehicles under repair, including work carried out, technical findings and additional repairs required.
• Follow up with Mechanics to obtain regular updates on the progress of repairs.
• Ensure that mechanical reports and job cards are properly completed and updated.
• Communicate technical findings and repair progress to customers.
• Provide regular mechanical progress reports to Workshop Manager Marine and Business BU , highlighting completed jobs, ongoing repairs, pending work and delays.
• Keep Workshop Manager Marine informed of any major technical issues or difficulties encountered during repairs.
• Ensure that customers and management receive accurate and timely information regarding the status of workshop jobs.
• Prepare reports on work progress, spare parts availability and the Monthly Dashboard.
• Update the Job in Progress Report on the designated systems, ensuring that information is accurate and up to date.
• Report any delays or issues affecting planned job completion dates to Workshop Manager Marine.

Training, Learning & Development

• Participate in any Learning & Development opportunities offered by the company.

Others

• Perform any other cognate duties as may be assigned by Management.
• Perform all duties strictly in line with the company’s policies and procedures, and on the designated systems.