Key Tasks

1. To achieve sold hours in line with budget.
2. To maintain a customer satisfaction level of at least 90%.
3. To obtain authority to carry out repairs and service.
4. To inform customers of any repair that will not be ready on time.
5. Load the Workshop accurately using agreed documentation and systems to ensure continuity of work flow to all Service Department Productives.
6. Follow up all reports and safety checks issued to an agreed timetable to:
i) Gain commitment from the customer that they will do business with the company.
ii) Make an appointment for repairs
iii) If the repair is carried out elsewhere, find out why that decision was made and by whom.
7. Allocate target times to work issued, based wherever possible on manufacturers%27 standard times but supplemented by opinion times where standard times do not apply.
8. Provide Reception with information regarding:
i) Extra work found (including cost)
ii) Delays in completion of repairs
iii) Parts shortages
iv) New completion times
v) Obtain order numbers where required
vi) Obtain authority for additional work required
9. Obtain claim reference numbers from mechanical breakdown companies and ensure claim forms are correctly completed.
10. Maintain a thorough personal knowledge of all technical aspects of the product range, including the contents of all manufacturer%27s technical bulletins and have such documentation on hand for the guidance of the productives.
11. Ensure all repair orders are written up correctly to enable the invoice to be accurately costed.
12. Ensure that all "Rectification" work is recorded, one repair order per vehicle showing full labour parts and material costs, so that the completed document can be passed to the department manager.
13. Ensure that all labour, parts and materials usage is recorded, on the repair on which they are expended, using agreed documentation systems.
14. Receive repair instructions from customers, personally and by telephone, including additional instructions to cover extra work found.
15. Take responsibility for the parking of vehicles before and after repair, to ensure the smooth flow of traffic within the Service Department and the safety and security of the customer%27s property.
16. Invoice all repairs no later than 24 hours after the completion of a repair.
17. Handle and be fully responsible for the cash, cheques and credit card transaction vouchers given in payment for repairs and contributions towards costs from customers.
18. Forward any payments made to the Accounts Department, using the agreed documentation.
19. Maintain telephone contact with the customer during the period of repair to acquaint them with the present situation and to update details (i.e. prices parts requirements or delays).
20. Maintain the appearance of the customer reception and waiting area to an agreed housekeeping standard.
21. Agree and develop reception displays to promote the department and the company.
22. Agree and develop merchandising displays in reception to enhance the value of sales to customers.
23. Maintain and develop personal knowledge of technical information and warranty procedures as they relate to the Franchise.
24. Hand over vehicles to the customer after repair and explain the extent of the work carried out.
25. Develop an understanding of the systems and procedures used elsewhere in the company and how the Service Department operation relates to other departments.
26. Maintain a standard of dress and general physical appearance in keeping with the high standards expected by the company.
27. Be fully aware of the Service Department%27s responsibilities to its customer under civil and criminal law, with particular regard to the implications of Product Liability legislation.

Reports to:

Senior Service Advisor / Service Manager

Relationships:

Subordinates Not applicable

External : Customers - telephone/face to face

Internal : All members of staff

Limits of Authority

1. Not to agree further work without the express permission of the customer, and the company responsible for payment of the repair costs.

2. Not to agree discounts without the prior authority of the Senior Service Advisor or Service Manager.

3. Not to grant credit facilities or to exceed credit limits previously set, without the authority of the Senior Service Advisor or Service Manager.

4. Not to commit the company to any assurance, warranty or guarantee outside agreed policies without the authority of the Senior Service Advisor or Service Manager.

5. Not to exceed capacity of Workshop in schedule work such as to endanger customer goodwill.

The contents of this Job Description may be amended or modified as agreed by the Management to take account of specific business needs.