BMW Service Advisor

Main Purpose of Job :

The SA coordinates and schedules the service/repair work. She/he receives the vehicle and feedback from the customers. She leads the customer-orientated service process and is at the same time a diplomat, co-ordinator and technical expert. As the main contact person, he deals with orders, sees every customer contact as a professional challenge and feels personally responsible for any problems a customer might have until the problems are solved

Duties & responsibilities:

• Co-ordinate with CEC and workshop executive/ controller to maximize the booking of cars for daily repairs or service.
• Attend to customer’s enquiries and requests using service reception/dialogue bay with greeting to customers as well for repairs/service and issuing job cards accordingly for proper documentation.
• Checking for open campaigns (workshop or recall) via PIWIS info.
• To act according to the principles of the core processes of After Sales.
• Monitoring the progress on the repairs/ service and keep customer updated of the status on the repairs of their car.
• Provide quotations for repair of customer’s car including body/paint repair jobs.
• Attending to surveyors from insurance company conducting surveys on accident cars related to insurance claim (SA for accident and body/paint repairs )
• Communicating with customers for approval to carry out additional repairs on their cars whenever necessary.
• Liaise with workshop quality controller after completion of repairs to ascertain the quality of the job done before contacting customer for the collection of their cars.
• Closing of job card and prepare service invoices with explanation of any outstanding matters on vehicle to customers and arranging for the return of the customer cars.
• Maintain cordial relationship with all customers and to promote Service Tequipments and PDS items to customers.
• To keep After-Sales Manager informed of any issue or problems that are encountered in the course of daily work.
• Ensuring the vehicles is parked properly in the assigned area and all keys are kept in the key box.
• To complete all survey form by customer and submit to Service Assistant (Customer Satisfaction Survey forms).
• Update customers when their special ordered parts have been received by the parts department.
• To carry out any other duties that may be assigned to you from time to time by the Management.