Service Advisor

**Role Title: SERVICE ADVISOR**

**Location**:Glengormley

**Purpose**:The professional approach required for this role ensures customers are always reassured that they are being looked after properly and comprehensively, even in difficult situations.

Taking receipt of vehicles, advising customers in person or by telephone, making initial diagnoses, writing orders for repair work, monitoring the repair process, taking receipt of repaired vehicles and handing them over to customers.

Actively selling after-sales services in a customer-oriented manner. Ensuring the workshop is working to full capacity by effectively scheduling customer orders.

Mediating between the spare parts warehouse, workshop and customers and well as Sales and Accounts.

**Key Accountabilities and Responsibilities**:

- Giving customers a friendly welcome and listening to their wishes, problems, concerns
- Taking receipt of vehicles to be put through maintenance, repair or accident repair work
- Keeping customers informed of the status of their vehicle, giving comprehensive technical and commercial advice on the extent of work to be done and, if necessary, providing a cost estimate for repair work
- Informing customers and potential customers about accessories and subsequent fitting of optional extras, highlighting safety and comfort
- Carrying out test-drives
- Making exact cost estimates and fixed prices, if necessary after prior agreement with technical and workshop manager
- In the case of legally required inspections, explaining the necessary vehicle tests in a customer-oriented manner
- Providing advice by telephone and making bookings
- Finding out information from the parts warehouse on stocks of spare parts and accessories
- Compiling initial diagnosis of vehicle with the help of corresponding test facilities (StarDiagnosis, test stand, etc.)
- Recognising symptoms under dynamic test conditions (condition/test-drive)
- Comparing actual status of vehicle with current production configuration and evaluating technical condition
- Taking bookings and, based on the on-site facilities and equipment, fitting these in to suit workshop capacity and processes
- Writing advance orders in full
- Determining the extent of repairs required and the most cost-effective methods of carrying these out, as well as short-term deadlines
- Writing orders for repairs within scope of applicable Work Instructions and flat rate rules, taking the current additional information (service information, current trouble diagnosis, etc.)
- Together with workshop, parts warehouse and Accounts, determining extent of repairs, costs and deadlines
- Filling in worksheets and test sheets relating to the order
- With regard to complex technical problems, co-ordinating activities with the corresponding contacts (Diagnosis Technician (Service Technician), technical hotline, plants, etc.)
- With regard to warranties, coding causes of damage
- If required, agreeing extent of technical work needed for work under warranty/accommodating terms with technical or workshop management
- Discussing payment with customers and, if necessary, negotiating special prices with Accounts
- Entering orders, extensions, sketches of paintwork, etc. into EDP systems
- Entering changes to vehicle and customer data into EDP systems
- If necessary, arranging for spare parts, accessories and special tools to be ordered and delivered, and monitoring this process
- Monitoring whether repairs are being carried to the required delivery date through maintaining regular contact with workshop
- Carrying out final check on vehicles with respect to the extent of repairs, road safety and operational reliability, using test and measuring equipment
- Establishing reliability of major components and running gearing under dynamic test conditions
- Ensuring the vehicle is in a fit state to be handed over to the customer
- Giving customers detailed explanations on the extent of repairs carried out, providing information on the invoice and, if necessary, making suggestions regarding additional repairs/handling
- Following-up repair work by telephone and/or in writing to ensure customer satisfaction with product and workshop
- Actively selling customers services via telephone calls and/or in writing
- Documenting new customers, if necessary, making use of a customer file
- Carrying out quality control with respect to vehicles and orders as part of quality assurance
- Ensuring technical product reports are compiled on vehicle defects, causes and suitable optimisation measures

**Skills and Experience Required for the Role**:
Previous experience in a Sales Advisor role is essential

Committed to providing a service to customers and is a competent expert in the area of vehicle technology and service to represent the Mercedes-Benz brand

Attentive and trustworthy with the ability to make contacts and build relationships at all levels

Able to find common ground with the ability to deal with conflict/ criticism in orde