GOGREEN MOTORS PVT LTD jobs - Service executive

Job Summary

• The service advisor is part of the customer facing team of the workshop. 
  
• He will meet and greet the customer at the point of entry and will be responsible for customer consultation, repair estimate and job card opening process. 
  
• He will also be responsible for explaining the invoice at the time of vehicle delivery.
  

Responsibilities and Duties

• Scheduling
• Ensure all required customer details are recorded in the existing customer database
• Clearly understand customer concerns, the jobs required, cost & time estimate, date of appointment for repair of the vehicle
• Confirm the job and the appointment with the customer and apprise him of the necessary documents to bring

• Look up customer history for jobs done last time and jobs identified but not done
• Check if any relevant customer campaigns are available and applicable for the customer
• Ensure availability of parts, bays and relevant technicians based on the jobs identified.
• Confirm or reschedule the appointment in case of service capacity or parts non availability issue and reschedule appointment

• First face for the customer to the workshop; exhibit all the RE behavior codes, in action & in thought
• In case of Walk- in customer, allocate a bay and confirm based on the job.
• Retrieve customer pre job card and complete customer details
• Listen to customer concerns and align the identified job in the order
• Identify new jobs based on history and a thorough diagnosis of the vehicle ( in direct reception area or by going on a test drive with a customer)
• Advise the customers for the scope of job, time and estimated cost of repair
• Check if any relevant customer campaigns are available and applicable for the customer
• Pitch additional products and offers for the customers
• Suggest customer on Do- It- Yourself tips based on previous service history of the customer
• Agree the method of payment and any cost limit in event of additional work needed.
• Obtain confirmation of the job order by the customer's signature on the Job card. Provide copy of Job order hand to customer
• If customer is willing to wait in the workshop, invite him to the Customer Lounge and offer refreshments, introduce to other community members/ invite customer to view his bike while getting serviced

• Ensure the proper correspondence and co-ordination with the insurance / leasing firm in case of repairs on accident / leased vehicles.
• Hand over the Repair order to the floor supervisor in the workshop
• Keep track on completion time to meet on time delivery promise
• Obtain authority for additional work from the customer and document additional estimates as and when necessary
• While obtaining authority make note of revised time, cost and additional jobs

• Ensure the work requested is completed by the workshop
• Notify the customer of any delays
• Complete the invoice, taking account of warranty and goodwill provisions

• Verify the customer's identity and entitlement to collect the vehicle, based on the duplicate copy of the order.
• Generate Performa Invoice, discuss with customer and take confirmation from customer and then generate Final Invoice
• Explain the work done, invoice charges including warranty repairs and any other work carried out free of charge.
• Hand out the invoice (created on DMS)
• Ensure customer vehicle is ready at the reception area cleaned
• Actively advise the customer of next due date for servicing
• Pitch relevant gears and accessories to the customer
• After payment of the invoice, return the vehicle to the customer personally
• Advise the customer of job which will require attention in near future
• Take leave of the customer personally

• Assist the workshop head in evaluating customer satisfaction
• Assist the workshop head in planning & implementing promotional activities for the workshop
• Establish strong relations with the customer by keeping in touch, even after the service.

Required Experience, Skills and Qualifications

• Recruitment profile:
• Educational Qualifications:DIPLOMA/B.TECH
• Industry:Auto , Consumer Goods
• Minimum experience:1year
• Profile:extensive technical experience especially for automobiles [2 wheelers], adherence to processes and norms
• Passions/ Interests:Passionate about Royal Enfield and motorcycling, owns/ rides one himself

• Customer orientation and satisfaction management
• Extensive technical knowledge
• Multi-Tasking, time management & prioritizing
• Business and Service Process
• Planning and Organizing, detail orientation
• Problem Solving & Decision Making