Advisor-Service Operation

Role Overview

Advisor-Service Operation at Ejon. The role is based at a service center and focuses on coordinating vehicle repairs, managing customer interactions, and ensuring service quality standards are met.

Role Purpose

To deliver exceptional after-sales service by coordinating pre-acceptance inspections, managing repair workflows with the technical team, maintaining clear communication with customers about repair progress and costs, and ensuring all work meets quality standards and customer expectations.

Key Responsibilities

Customer Engagement & Communication

• Conduct pre-acceptance inspections, documenting damage to the body, valuables inside, accessories, and overall physical condition on check sheets and confirming findings with the customer.
• Discuss repair details, estimated costs, and vehicle delivery timelines with customers using all available communication channels and appropriate diagnostic procedures.
• Communicate repair progress to customers and obtain approval and confirmation for any additional parts required through proper communication protocol.
• Avoid unnecessary replacement of spare parts by managing customer approvals appropriately.
• Build customer confidence and satisfaction by adhering to stipulated service operation standards.
• Conduct post-service follow-up for complaints, issues, and concerns and report findings immediately to the Workshop Floor Manager for review and resolution.

Service Delivery & Quality Assurance

• Ensure satisfactory repairs are completed according to customer demands through coordination with the Chief Technician on job assignments, preliminary diagnostic procedures, and final inspection.
• Confirm with customers that repairs comply with the service repair agreement to achieve customer trust and confidence.
• Ensure the Chief Technician complies with quality control policy and procedures to maintain company integrity and branding image.
• Support a "Guest Centric" and "Fix-It-Right" mindset across the service team to achieve high quality after-sales activities.

Operations & Coordination

• Monitor the Job Controller's data entry of operation numbers, repair records, and vehicle delivery status through review of Computerized Time Control Sheets for productivity and man-hour analysis.
• Follow up on vehicle spare parts with the Parts Department through coordination with the Parts Supervisor to accomplish repairs and ensure timely vehicle delivery.
• Establish effective networking with other departments in the center in accordance with service standards.

Business Performance

• Support the center's achievement of GDI targets and increase customer retention through professionalism during customer engagement activities.

Skills & Competencies

• Time Management: Managing personal time and the time of others.
• Monitoring: Assessing performance of self, individuals, or organizations to make improvements or take corrective action.
• Active Learning: Understanding the implications of new information for current and future problem-solving and decision-making.
• Inter-Personal Skills: High level of people handling with ability to analyze and identify complex problems.
• Communication Skills: Proven ability to listen, question, communicate, determine customer needs, and articulate dealership parts and service capabilities based on features, advantages, and benefits.
• Computer Skills: Knowledge of worksheets, word processing, presentation software, and database management.
• After-Sales Related Skills: Persuasive approach, ability to handle stress, patience, persistence, automotive and technical knowledge including pre-diagnostic questioning and troubleshooting.