Coordinate, receive and deliver customer vehicles to ensure service is provided in line with dealer policies and procedures i.e. professional retail in middle east (PRIME). Follow-up with the workshop, parts and delivery team to achieve set labor & spare parts targets as required. Liaise between the customer and the concerned departments to ensure prompt delivery. Key Accountabilities Operations: Evaluate and receive customer vehicles according to the manufactures guidelines and procedures. Determine customer needs and transfer those requirements into Dealer Management System (Autoline) pre-order form. Consult and conclude the final agreement of the repairs required and obtain customer signature on the order form. Scope of Repair: Clarify scope of repair to the customer. Produce damage and repair calculations, cost estimates using suitable systems provided by the manufacturer and discuss this with the customer/insurance company. Consult the line manager or senior service advisor for support and advise for correct diagnosis. Process Management: Effectively follow up and oversee progress for each job order to meet the agreed deadlines and check parts ordering status on daily basis. Cross check the original customer complaint in the pre-order form against the job card labor operation numbers to ensure agreed repairs are all concluded. Promote safety rules defined for the equipment, instruments and products. Handover & Delivery: Prepare the invoice, update the customer on final payment and prepare the vehicle for active vehicle handover. Inform time for delivery, explain invoice details and advise on future repairs or maintenance needs. Contacts customer 2-3 days for service follow-up feedback. Reports: Prepare reports to facilitate customer and management review. Highlight technical failures or those depicting performance indicators such as number of vehicles received, downtime, repairs carried out, etc. Qualification Diploma in Automobile, Mechanical Engineering or equivalent. Experience4 years of minimum experience in customer care & operations experience within automotive work shop. Experience in passenger vehicles is preferred.
