Adhere to standard operating procedures (SOP’s) within the area of accountability.
Contribute to the development of standard operating procedures and guidelines within the area of accountability.
Escalate unresolved issues to management and process owners.
Identify and develop solutions to improve operational service and quality.
Report on transactional and process activities to enable timely and effective decision making.
Conduct research and gather data to provide information on product defects and submit to the importer/distributer.
Conduct research and gather data to provide input to operational reporting and decision making processes.
Deliver on agreed performance targets according to set procedures and service level agreement.
Draw on own technical knowledge and experience to identify and develop solutions that leads to improved operational service delivery and quality.
Inform and educate customers through the Service Advisor, on technical fault findings and corrective action taken, to ensure retention of existing customers;
increase sales revenue and increase the organisational customer base.
Minimise rate of return to adhere to CSI and OEM/Importer standards.
Provide a fault finding and systems diagnostic service on vehicles
Provide a technical and diagnostic service by utilising modern diagnostic equipment to maximum vehicle service solutions and to interpret findings.
FINANCE
Execute work activities effectively and efficiently in order to maximise financial performance and profitability.
Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment.
Provide service advisors with accurate vehicle health report to enable increase sales revenue.
CLIENT/CUSTOMER
Broaden the understanding of customer service delivery principles and provide specialist support to meet and exceeds customer expectations.
Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business.
Contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback as well as exceptional
service delivery.
Ensure customer assets are safeguarded as per company policies and procedures.
Provide specialist advice to customers through the service advisor.
PEOPLE
Attend training initiatives to improve work quality and enhance own skills
Own and live up to company values.
Participate in forums that positively contributes to functional knowledge improvement.
Provide advice and support with the management of change and offer operational support where required.
Provide expertise, participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
Provide technical coaching to apprentices and others for the purpose of continuous knowledge sharing, learning and integration of own knowledge.
Share own and product specific knowledge with teams/technicians to solve difficult technical problems faster.
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