Senior Service Advisor (Automotive Showroom)

The Elite Cars

We are looking for an experienced Senior Service Advisor who will be responsible to oversee the overall duties of the Operation department ensuring the quality meets the customer expectation, smoothly achieve the departmental KPIs, ensuring the team is productive and well managed throughout the day. Follows the detailed duties & responsibilities of this position.Major Duties & ResponsibilitiesResponsible for ensuring the smooth running of all operational activities of the department.Manage and oversee the coordination of all the duties and responsibilities of the entire operation���s team including the Service Advisors and other employees of the department.Receiving VehiclesEnsure the necessary procedures of receiving cars from various sources are done systematically which includes but not limited to completing the check list, proper inspection to confirm the car condition, encoding the details in the system, highlight the works that need to be carried for the vehicle, etc.Vehicle PreparationMonitor the preparation of the vehicles are as per the showroom standards by ensuring the necessary jobs are carried out on the vehicle with quality, right cost and in estimated time frame. Ensure a smooth coordination with involved parties and choose appropriate service center for the vehicle preparation on necessary approvals on the quotation.Ensure to maintain a job card list on a daily basis for the vehicles under preparation in the service centers. Ensure to follow up daily to receive the vehicles as per agreed estimated time of arrival (ETA)Vehicle EvaluationMonitor the vehicle evaluation and ensure the documents received from the customer such as Emirates ID, Registration card etc. are physically matching the vehicle, and make sure the vehicle is a GCC specification.Ensure to check /get the market price through various channels for finalizing the price to the customer on necessary approvals.Vehicle Servicing & MaintenanceMonitor the system daily for vehicles that are due for service, warranty, periodic maintenance etc. and ensure to take suitable actions to carry out required jobs on the vehicle in appropriate service center, and upon completion update the system immediately.Monitor all available inventories/ stock and ensure the same is in an ideal condition. Take necessary steps to rectify the irregularities that are found such as flat tires, low battery, any leakage, warning signals in the display, etc.Maintain cordial relationship with dealers and approved service centers for competitive rate and service quality.Ensure that the Cleaners/ helpers are cleaning the vehicles on a regular basis and are starting the vehicles and fuel the same regularly.Ensure the showroom vehicles are parked in appropriate locations to avoid legal fines.Test DriveEnsure that the policy and procedure compliance are strictly followed by Sales and Operations team on every test drive.Ensure that the test drives are carried in the presence of Sales Consultants.Vehicle Delivery Ensure that all reserved vehicles to be inspected to ensure no fault in the vehicles i.e. battery, tires, body dents etc.Ensure a good coordination with Sales Executives on a daily basis providing sufficient information regarding the service contract and warranty expiry date.Ensure to conduct predelivery inspection and any issues delaying the delivery should be informed prior 6 hours. Act on the issue to resolve the same and update the concerned/involved personnel on the status immediately. Maintain the delivery standards set forth by the Company and ensure all the accessories and manual for the vehicle is available before delivery.Monitor and ensure that the delivery area is well maintained.Ensure that the vehicle is washed and fueled prior to the arrival of the client.Ensure to follow the correct procedures and documentation for instances of delivering a vehicle on behalf of a customer i.e., to recovery truck service, a relative, friend etc. Coordinate professionally and as per company standard.Coordinate with F&I, Accounts and Service Department and follow-up on all the prerequisite legal documentation prior to delivery and ensure that all documents supporting the same is in place.Deliver the vehicle on right time and place by ensuring all the process involved is complete and receive all the related documents to facilitate the handover of the vehicle.Ensure that the gate pass is signed before the vehicle leaves the Company premises.Customer Complaints and After Sales: Attend the customer concerns from Call center / Sales Consultants / from customers directly and assist the customers to resolve the issue.Understand customer concerns, investigate in coordination with different departments such as Sales, Operation, Accounts, Customer Service, etc.;Co-ordinate with dealer / service center and follow up with them until the issue is solved.Suggest appropriate solution and get approval from Management if required.Inform Customer Service department for all the customer complaints and to update the customer if needed.Vehicle Key MonitoringEnsure the security of the vehicle keys through daily random inspections and tally it with the actual key count. Highlight any discrepancies/ damages while tallying, to the Reporting Personnel.Train the Office Assistants/Showroom Helpers to operate the vehicle keys safely and organize in key safe at all times.Ensure the key safe is always locked and unauthorized access to the key safe must be avoided at all times.Showroom Display StandardsEnsure all vehicles in our stock are displayed as per the company standards i.e. have mirror hangers, visi pockets, plate brackets, name plate, the Elite Cars sticker, etc.Ensure all available inventories (vehicles) are in an immaculate condition and matching showroom standards.Ensure that the vehicles are rearranged regularly as per business requirements. Each parking spot inside the showroom should be used efficiently.Ensure reserved vehicles are removed from the showroom display and replace with the available vehicles for sale.Stock MovementEnsure that the Stock Movement form is completed and follow up for all vehicles sent to any other locations (Except RTA transaction) such as inter-companies, service centers, dealers etc. are done without delays. Make sure that the location of the vehicle is updated in the system immediately.Approve the stock movement forms related to each vehicle and ensure that the completed form is submitted to the Accounts Department for their perusal.Conduct stock audit on a rotational and timely manner as per the Company Policy.Other DutiesEnsure and monitor the daily photography session of new vehicle arrivals, existing stock, etc.Upload and update the system for all the duties as and when required.For all employees reporting to you, ensure their working hours throughout the day are utilized efficiently.Facilitate all the parties in charge with any ad hoc support as and when required (ensuring that the request is not contradicting the compliance of departmental policies and procedures).Filing all documents (hard and soft copy) related to all your tasks and responsibilities.Maintain a database of all suppliers and vendors in coordination with the Administrative Department.Ensure to do the quality check at each stage of every task carried out related to every vehicle.QualificationsBachelor’s degree or equivalent experienceMinimum 8 years UAE experience in Automotive Industry handling Service Advisor roleStrong written and verbal communication skillsAbility to work in high intensity, fast-paced environmentTeam Management skills

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