Expiration date: 30 Apr 2019
DUTIES AND RESPONSIBILITIES
Responsible to the Branch Workshop Manager with authority to carry out the following duties, which include but are not limited to:
• Service the customer’s requirements by managing the complete work order or sales transaction processes from customer enquiry through to completion of the customers’ invoice (including New Vehicles). This includes ensuring that all identified work is scheduled to be done, or bookings are confirmed for the future.
• Provide the initial fault diagnosis to the customer, and schedule any required work with the Workshop, using the workshop planning system.
• Maintain open communication between the customer and workshop, to ensure the Technician has the right information to correctly diagnose problems and that the Customer’s requirements and expectations are met.
• Create quotations (including checking customer credit rating) work orders, add job lines and allocate work to the workshop with regard given to capacity and planning of work load.
• Process and monitor warranty, goodwill, rework, technical campaign and contract work as appropriate.
• Supply of parts and accessories to workshop and customers in line with demand.
Work as part of the After Sales team to:
• Manage and support the level of parts stock, both new and used to an optimum level
• Control the movement of both inwards and outwards goods
• Support emergency after hours operations as necessary
• Provide back up support for other After Sales team members during periods of absence.
• Perform appropriate customer service and administrative tasks to an acceptable level using the company’s’ product portfolio and commercial campaigns.
• Carry out proactive outbound “customer follow up” calls on a daily, weekly or as required basis for the purposes of both feedback and potential sales.
• Generate potential opportunities to sell hours & parts and maximising workshop utilisation
• Up sell associated parts and services including fixed price repairs, campaigns and special offers
• Assist with stocktaking duties and reconciliations
• Promote and live the company’s Core Values of Respect for the Individual, Customer First and Quality
• Comply with Company policies and procedures, including the completion of documents and records
• Promote and work with the MAN Dealer Operating Standards to ensure uniform quality standards in all areas of the business
• Foster and promote a safe and healthy work environment maintaining safe work practices at all time and to work within and comply with Company safety policies and procedures
• Promote and work with the Retail System to enhance and foster a culture of continuous improvement.
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