Purpose

• To provide optimal customer care and high quality service work, promote the service center benefits, capabilities and strengths to potential customers, and determine customer needs and communicate them to the service team to ensure vehicle delivery within timeline and achieve customer satisfaction.

Key Accountabilities:

• Customer Experience:

Meet customers, understand and diagnose their needs, explain clearly all work to be done on vehicle and charges at delivery, contact customers for any additional repairs required while repairing to get their approval and handle customer complaints through CRM to ensure customer satisfaction.

• Team Collaboration

Ensure that the service team understands work needed on vehicles, oversee workflow to ensure that quality procedures are properly followed  to achieve satisfaction and operations efficiency.

• Vehicle Inspection

Check vehicle history and conduct inspection of vehicle, carry out per-acceptance inspection (damage on body, valuables belongings left in car …) and record results on check sheet and confirm them with customer, schedule appointments, and prepare repair estimated cost and delivery date for customer to ensure excellent customer service.

• Handle Repair Order

Prepare service repair agreement and get customer approval, prepare repair order for customer vehicle & monitor progress, ensure job controllers are feeding correct/proper operation, monitors closely the results of time control sheet and ensure repairs carried out within promised delivery time and estimated cost.

• Parts follow-up

Follow up with spare parts orders and availability, specially the parts on VOR and prepare replaced parts to be returned or shown to customer before vehicle delivery.

• Quality control

Ensure that work provided to customers meets quality control policy and procedures and confirm that vehicle is clean inside and outside before delivery to maximize satisfaction.

• Vehicle Delivery

Prepare information useful to customer and explain clearly all work done on vehicle and charges at delivery, close repair order on system after customer's approval to ensure satisfaction.

• Prepare invoices

Prepare repair estimated cost for the customer, invoice and collect payment receipts from customers for services rendered to achieve customer satisfaction.

Qualification:

• University/Polytechnic degree in Mechanical Engineering or equivalent field


• Bachelor's degree in Mechanical Engineering.

• Customer Service.


• Quality Focus .


• Improving Operations  .


• Technical Credibility.