Service Advisor

Industrial Motors Ltd

Industrial Motors are seeking to employ a full-time Service Advisor to join our team.

The Service Advisor will be working closely with the Workshop Manager and will be responsible for handling customer queries and requests and coordinating schedule of service.

Tasks:
• Set up and schedule appointments to ensure that the workshop’s availability is maximised
• Allocate and monitor ‘client waiting’ appointments correctly
• Monitor the daily log sheet
• Prepare weekly job cards for filing and warranty job cards for processing
• Answer and attend to customers’ queries that may arise in a prompt manner and update CRM information details accordingly
• Create job cards and attach the relevant documents correctly such as: VHC, vehicle information and recalls
• Contact customers for vehicle collection
• Drive clients’ cars from the workshop to the service reception area before pick-up
• Create purchase orders and input data to the WIP for any local repairs and provide petty cash for the VRT and other authorised purchases via the team leaders
• Create purchase orders and input data to the WIP for any local repairs and provide petty cash for the VRT and other authorised purchases via the team leaders
• Informing all clients when recalls are identified and process all information on the job cards
• Notify client if technical campaigns are found, update and maintain all records of such findings and attach to the job cards if necessary
• Communicate and keep team leaders abreast regarding the status of works, queries, etc
• Contact customers to approve additional repairs that are needed by preparing a full estimate including labour and parts costs and to update the team leaders accordingly upon approval
• Confirm with clients for any additional, future repairs or ordering of parts
• Identify any repeat repairs concerns and process job cards to the team leaders for immediate action
• Request approvals for Government purchase orders and vehicle collection
• Register service packs for new vehicles and upgrade existing service packs
• Process cash deposits when necessary
• Prepare detailed cash and warranty invoices for vehicle collection outlining all services rendered
• Handle invoicing of credit accounts and internal job cards including PDI

Qualifications

Knowledge:
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
• Fluency in Maltese and English Language - Knowledge of the structure and content of the language including the meaning and spelling of words, rules of composition, and grammar
• Mechanical - Knowledge of machines and tools, including their designs, uses, repair, and maintenance (Not essential but will be considered as an asset)

Skills:
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Service Orientation — Actively looking for ways to help people
• Speaking — Talking to others to convey information effectively
• Time Management — Managing one's own time and the time of others
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Abilities:
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand
• Written Comprehension - The ability to read and understand information and ideas presented in writing
• Speech Clarity - The ability to speak clearly so others can understand you

Prior experience working in a similar role will be given preference, but not essential.

All personal data will be treated in strict confidence.