Service Advisor

JOB SUMMARY AND PURPOSE

The Service Advisor is responsible for assisting customers in availing the necessary Toyota services for their vehicle. He is the one who interprets the customers’ concerns to the technician, so that the latter can diagnose and repair problems correctly. He then translates the actual repair problem, which may be complicated, into language the customer can understand

 

ACCOUNTABILITIES

• Achievement of Service Targets – CPUS and CPS
• Achievement of Service KRAs and KPIs
• Consistency of Customer Service, Quality and Satisfaction
• Accuracy, completeness, and quality of repairs
• Compliance to TMP, Internal, and other related Policies and Procedures
• Any related financial or legal accountability proven to have resulted from the employee’s non-compliance to TMP, Internal, and other related Policies and Procedures
• Accomplishment of all required turn-over and securing of clearance for instance of separation with the company.

 

JOB QUALIFICATIONS

Minimum Education

• Graduate of any 4 year course
• Engineering graduate is an advantage

Minimum Experience

• At least 1-2 years of experience as Service Advisor

Knowledge and Skills required

• Good attention to details
• Good analytical and thinking skills
• Communication and listening skills
• Customer care skills
• Product and technical know how

Amount of supervision received by the incumbent

• Reports to the  Service Reception Head but he will work independently on his own after  a general orientation

Level of financial responsibility and accountability

The incumbent is responsible for  achievement of the following:

• Accuracy of vehicle and customer information
• Zero incidence of lost warranty or registration booklet
• Compliance to vehicle checklist and initiates safekeeping of personal items left in the vehicle
• Periodic update or follow up customer regarding the status of the vehicle repair
• 100% down payment on parts to be ordered
• Responsible for all invoiced and open repair orders

Impact of action carried by this job

• Poor assistance on customer request may result to negative image/dissatisfaction

Level of communication and nature of contacts

Level  and nature of internal contacts

• Has regular contacts with Managers and Team Members

Level  and nature of external  contacts

• Has regular contacts  with customers