Mascor (John Deere): Service Advisor at Plennegy Group

Mascor is a Company consisting of franchised Automotive, agricultural mechanization and fuel. With more than  50 years in the industry, we offer prestige brands such as John Deere, Toyota, and Warath while our highly skilled staff provides professional and high-quality service and standards of workmanship. Mascor is currently looking for a Service Advisor responsible to act as a liaison between customers and service technicians. This position will utilize knowledge to focus on excellent customer service, determine vehicular faults, give approximate repair timelines, and provide technicians with accurate repair descriptions.

RESPONSIBILITIES:

Customer Service

•   Always give friendly and qualified customer service.
•   Treat the customer in such a manner that a high level of confidence is developed.
•   Operate a customer-friendly concern resolution process.
•   When a customer has a complaint, do not try to win the arguments and thereby risk losing the customer. Use the opportunity to give the customer a positive surprise and you may win a customer for life.

Advising

•   Welcome the customer by name; demonstrate a personal interest in the customer and his requirement/concerns.
•   Listen carefully to all customers' wants, requirements, and concerns.
•   Complete the job card in detail.
•   Agree with the customer on his 3 main areas of interest: Total Repair content Total repair cost (labour and parts) Repair completion time
•   Have the customer sign the repair order/quotation
•   Ask the customer to tick in the repair order his method of payment.
•   Arrange for customer care.

Repair process

•   Fully utilize the workshop capacity by correctly operating the workshop planning board.
•   Ensure that the objective time per repair order is used for planning purposes.
•   The order copy for the workshop should be put into the Workshop planning board for planning purposes and mechanic use.
•   The repair order should also show the repair objective time according to the Flat Rate labour time schedule.
•   One copy of the repair order parts pre-picking slip should immediately be passed to the parts department for parts pre-picking purposes.
•   Perform a close follow-up of repair order processing and completion in the workshop to ensure meeting customer promises on completion times.
•   Give advice on the repair order content and customer wants to the mechanic/workshop foreman as appropriate.
•   Work in close cooperation with the parts store to assist in achieving a high level of parts availability and conduct a follow-up system for missing parts (workshop planning board).
•   Ensure that customers are kept up to date on the progress of their repairs.
•   Reduce Work in Progress to a minimum on a daily basis.
•   Ensure technicians' time worked and sold is captured daily.
•   Ensure all warranty and Product Improvement Programmes are carried out timeously.
•   Attention to detail and meeting deadlines

Vehicle return

•   The Service Advisor should specifically check the appearance and function of all repaired vehicles (Ag Equipment washed and cleaned).
•   Ensure that all promises given to the customer are fully met.
•   As soon as the vehicle is ready the Service Advisor should call the customer and inform him about immediate vehicle availability.
•   Explain to the customer the work done on the vehicle/equipment.
•   Accompany the customer to the cashier for paying the cash sale invoice.

Requirements
REQUIREMENTS:

Education:

• Min: Grade 12
• Ideal: Technical certificate

Experience:

•   Above average knowledge of all machines and specialized equipment.
•   Advanced Sales and Marketing experience in the agriculture sector
•   +3 Years’ experience in a similar role