Service Advisor

Job Title: Receiving And Advising Customers

Sime Darby Beyond Auto Sdn. Bhd.

Receive and assist customers with planned appointments and/or walk-ins.

Ensure customer and vehicle records are updated and accurate.

Establish an agreed fixed time of completion of the work to be carried out.

Maintain an accurate record of all work checked in for the day to be followed up on including carry forward vehicles.

Ensure all customers are kept well informed of the progress of their vehicles.

Ensure that all additional work required is communicated to the customer and authorized before the work is carried out.

Communicate a new/updated agreed time of completion if necessary due to additional work authorized or parts ordered.

Carry out a daily WIP update of all the open repair orders under your name.

Communicate with the respective PIC in order to schedule an appointment for all vehicles to return where parts on order have arrived.

Ensure that an accurate invoice is generated for all work carried out as per the customer's request according to Company and principal guidelines.

Explain the invoice in detail for all the work carried out so as to create a value for money impression in the mind of the customer.

Ensure all your customers receive a post service follow-up call to determine their level of satisfaction with the service they received from you.

Settle all customer complaints promptly.

Achieve the following performance KPI figures as per the budgeted amounts:

• Vehicle throughput (measured as repair order invoiced/closed)
• Service turnover
• Parts turnover
• Debtors ageing
• WIP throughput days
• Back Order Parts Not Released (BONR)

Education / Professional Qualification

• Candidate must possess at least a Higher Secondary (SPM) or Diploma in Engineering (Mechanical) or equivalent.

Professional Experience

• Preferred 1-2 years of working experience in automotive industry Customer Experience role.
• Previous customer engagement/relationship role experience.