- Assesses customer’s needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work in the shop
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- Develops diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews diagnostic plans, quotes and repair plans with the Service Supervisor prior to customer contact; works with the Service Supervisor to schedule shop job assignments
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- Develops positive relationships with key customers; resolves customer concerns or distributor warranties; explain charges to customers
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- Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction
4 years ago
Job Requirement
we are looking for a candidate who fulfill these requirements
-Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process
- Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data
- Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed
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Communication - Written and Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company
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Warranty / Administration Procedure - Comprehends, understands and carries out the guidelines as outlined in the Warranty Administration Manual
- Has in depth understanding of Standard Repair Times, repair practices, QuickService Online and the company engines
- Has knowledge of the claim payment process
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Focus on Customer Needs - Familiar with key existing customers
- Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation
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Manage Execution - Solid understanding of how to manage execution
- Manages the performance of self and others through the use of structured tools
- Delegates effectively and regularly with solid support and follow through
- Uses defined processes to manage execution
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Attention to Details - Consistently demonstrates ability to work in a thorough and detailed manner
- Provides accurate, consistent information on all documents
- Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved
- Can model/coach this skill to others
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Service Cross-Functional Knowledge - Basic understanding and awareness of service processes and tools
- Aware of retail service processes and service support processes
- Has basic knowledge of the Distributor/Field network
