Job Overview

1) Ensure customer’s satisfaction by providing optimal customer care.

2) Ensure customer’s vehicles delivered on time and right condition.

3) Ensure relevant claims document, supporting evident and other related information are gathered.

4) Ensure claims and repairs approved by insurance companies or customers in shortest time.

5) Ensure repair scope of work, cost and repair time estimates are as accurate as possible.

6) Ensure all parts required for survey/re-survey are available by coordinating with Body/Paint Shop.

7) Ensure required repairs and services communicated to Body/Paint Shop.

Duties and Responsibilities

Daily

1) Receive, understand/record and ensure customers’ service needs attended.

2) Advise customers on repair scope, time and cost where applicable.

3) Obtain all necessary document and authorization (signed) before and after commencement of repair work/claims.

4) Where applicable, co-ordinate with leasing companies to arrange for replacement car on behalf of customers.

5) For insurance claims:

– Gather and organise required information and document for claims submission.
– Guide customers on accident and claims report updating.
– File/ensure accident e-filing done within specified period for customers.
– Advise customers on liability using the BOLA guide, claims procedure and other related matters.
– Follow up with insurers on liability verdict. Where required, escalate case if liability verdict is unjust to customer.
– Check and advise customers on payable Excess/Deductibles.
– Conduct/coordinate with Estimator on car damage assessment, repair scope and cost estimate confirmation.
– Ensure adequate and clear before and after repair photos taken for record and claims submission.
– Finalise and document the scope of claims and recovery amount or value.
– Prepare all required document for invoicing and claims submission.
6) Create Repair Order and communicate with Body/Paint Shop Supervisor on work scope and delivery date.

7) Ensure customers’ belongings (left behind in vehicle) secured and returned in condition as before.

8) Coordinate with parts staff to reserve/order required parts.

9) Monitor and update customers on claims, repair and delivery status.

10) Conduct final condition check before delivering car to customers. Feedback and arrange for rework where required.

11) Inspect car condition jointly with customer and explain work scope before handing over car to customer.

General

12) Handle customer complaints and escalate when higher authority intervention needed.

13) Maintain good relations and communication with Body/Paint Shop, inter-company staff and insurers.

14) Organise claims document in custody for easy monitoring and cover by other colleagues when required.

15) Maintain assigned work area in a clean and orderly manner.

16) Be a team player and render assistance to colleagues where necessary.

17) Assist in other company’s requirement when directed and work within the authority of the position.

Main Purpose of Job

The warranty clerk coordinates and handles all Warranty/Goodwill claims according to the Manufactures and company guidelines and policies. She/he has to make sure that all relevant documents are complete / documented and the explanations are clear to understand for internal or external Auditors. She/he provides analysis and Reports to the Warranty Supervisor and highlight potential risks for the company.

Duties & Responsibilities:

– Control the time units of warranty jobs and all clocking.
– Prepare and process warranty claims for submissions to PAP/PAG via WWS warranty system and within the stipulated number of submission days.
– Responsible for labelling warranty tagged and upkeep of warranty/goodwill parts and its disposal according to Porsche Guidelines.
– Responsible to keep the warranty storage room clean and organized and locked.
– Control all job cards especially warranty jobs to assure that all relevant details are mentioned, customer signatures are included and all requested documents/ test logs/ photos are attached to include a compiled monthly self audit summary of all errors.
– Monitor and ensure all relevant information is correct in PQIS and closing of PQIS jobs in the PPN system.
– Responsible to ensure that the % of ‘new parts used despite exchange parts being available’ is kept below the PAP stipulated level

As a MINI Technician you’ll be at the forefront of the automotive industry, working on some of the most innovative products available on the market and using the latest in diagnostic technology in a state of the art environment.

You will be responsible for carrying out scheduled servicing, diagnosis and repair work on a range of vehicles, to the highest standards, with a focus on customer satisfaction and solving any problem at the first time of asking.

Reporting to the Service Manager you will be responsible for carrying out scheduled servicing, diagnosis and repair work on a range of vehicles, to the highest standards, with a focus on customer satisfaction and solving any problem at the first time of asking.

As a MINI Technician, your responsibilities will include:
– Completing vehicle servicing
– Assisting and carrying out diagnostic work to determine the cause of faults
– Following set processes to complete work under warranty
– Ensuring the quality of your work is of a high standard
– Supporting others in the team
– Diagnosis, service and repairs of cars

– To attend to customers who sent their cars to the Workshop for service and repairs.
– To understand the requirements of customers and be very clear on the problems concerning their cars before listing them on the job cards.
– To arrange for road test with vehicle tester for any vehicle noise related issue.
– To co-ordinate with external contractors if any car need external support services
– To have an up to date information on status of cars under service and / or repair.
– To ensure that customer requirements are met every time effectively & efficiently.

Job Overview

The Service Advisor coordinates and schedules the service/repair work. He/She receives the vehicle and feedback from the customers, leads the customer-orientated service process and is at the same time a diplomat, co-ordinator and technical expert.

As the main contact person, he /she deals with orders, sees every customer contact as a professional challenge and feels personally responsible for any problems a customer might have until the problems are solved

Duties & responsibilities:

– Attend to customer’s enquiries and requests using service reception/dialogue bay with greeting to customers as well for repairs/service and issuing job cards accordingly for proper documentation.
– Monitoring the progress on the repairs/ service and keep customer updated of the status on the repairs of their car.
– Provide quotations for repair of customer’s car including body/paint repair jobs.
– Attending to surveyors from insurance company conducting surveys on accident cars related to insurance claim (SA for accident and body/paint repairs )
– Communicating with customers for approval to carry out additional repairs on their cars whenever necessary.
– Liaise with workshop quality controller after completion of repairs to ascertain the quality of the job done before contacting customer for the collection of their cars.
– Closing of job card and prepare service invoices with explanation of any outstanding matters on vehicle to customers and arranging for the return of the customer cars.
– Maintain cordial relationship with all customers and to promote Service Tequipments and PDS items to customers.