Service Advisor - Peterborough

• 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

• Explaining modern vehicle technology and comparing advantages of own products with those of Mercedes-Benz competitors, so that the former seem the natural solution

• 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 (Diagnostic 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
• Dealing with application to extend the extent of repair work to be carried out, with the approval of the customer (approval, additional costs, changed delivery date, etc.)
• Entering orders, extensions, sketches of paintwork, etc into systems
• Entering changes to vehicle and customer data into 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
• Handing over finished vehicles to customers, if necessary personally
• At the request of the customer, carrying out a final test run
• 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
• If necessary (i.e., requested by customer) discussing services not provided or insufficiently provided and agreeing further method of procedure
• Following-up repair work by telephone and/or in writing to ensure customer satisfaction with product and workshop
• Being personally committed to ensuring customers continue to trust in the work done by the workshop and the quality of the product
• Actively selling customers services via telephone calls and/or in writing
• Documenting new customers, if necessary, making use of a customer file
• Placing after-sales information (brochures, catalogues, etc.) and ensuring availability
• Involvement in professional layout of customer services and placing of corresponding after-sales products
• Ensuring professional level of product presentation of original parts/accessories (price marking, accessibility, cleanliness, etc.)
• 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
• Selling/advising on service contracts and other services (e.g. thorough cleaning)
• Giving technical advice and information on product-specific problems to affiliated or co-operating partners
• Carrying out technical training courses for/providing information to workshops and sales staff
• Dealing with external and internal correspondence in connection with vehicles being processed
• Selling/advising on seasonal services (e.g. Winter Check) and original parts/accessories
• Fostering co-operation and contacts with external institutions (e.g. experts)

Previous experience in a customer service environment.

Adaptable.

Excellent communication skills, with the ability to communicate at all levels.

Technician knowledge would be advantageous.

Customer Orientation

Focuses on the needs of the customer in the execution of the role and works to deliver customer satisfaction.

Flexibility

Prompts and responds to different ways of working in the face of changing situations.

Interpersonal Sensitivity

Aware of impact of own behaviour on others and modifies style to achieve results through good working relationships.

Resilience

Maintains stability of performance despite pressure.

Team Working

Contributes positively to a team in order to achieve common business objectives.