Job Summary:

As a Body shop Service Advisor, you are the professional "manager" of the entire Customer oriented Body and Paint shop service process. You set the standards for Customer support. You see every contact with the Customers as a professional challenge and feel responsible for the Customer problems until they have been resolved.

Customer appreciates you as a Body and Paint shop Service Advisor, because you are competent and trustworthy and treat them with respect and like a partner. Even during conflicts, you always value the Customer. Your colleagues in the body shop appreciate your technical skills mean you speak the same language. In doing so, you are a competent interface between the Customer and the body and paint shop and make a substantial contribution towards the economic success of the entire field of After Sales.

Your key responsibilities are:

- You interact with customers during reception.

- Documenting the Customer's problem/symptoms in a body paint shop order and defining the scope and type of work.

- Defining and explaining time and costs to be expected or firmly establishing the time and costs necessary with the help of Audatex.

- Coordinating the scope of services for repair and maintenance with the Customer / Insurance Surveyor and obtaining their approval.

- You exhibit maximum transparency through video call with customer to show parts to be replaced and vehicle status in workshop.

- Checking who is covering the costs (obligations) and assigning them accordingly.

- Transparent documentation for the Customer of all the open work that has been performed and all the required parts.

- You confirm the readiness of car after visual inspection and inform customer about delivery time.

- Taking a test drive after the repairs, if required or as requested by the customer.

- You perform handover process by clear explanation of invoice to customers and ensure the satisfaction through instant feedback.

- You call customers after 3 days of vehicle delivery to know the post service feedback.

- You have thorough knowledge of systems like eDealer, Digital Service Drive and Xentry Portal.

Qualification & Experience:

- Batchers Degree in Automotive / Mechanical Engineering.

- 5-6 years of experience in Luxury automobile retail market.

- Certified Service Advisor training

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Skills

Social and interpersonal competence

- You are extremely loyal to company and brand. As a result you come across as trustworthy and responsible.

- You show a lot of initiative. You are persuasive and are able to make decisions on your own.

- You professionally implement all Mercedes-Benz specifications on customer oriented conduct.

- You are willing to make compromises, but can also openly address and constructively solve conflicts with customers and colleagues.

- You are good listener and are empathetic towards customer concerns, requirements and willing to understand customer's problem.

- You are Capable of capturing revenue opportunities through identification of additional work, value added services,up-selling of service products with conviction.

- You are team player and capable of liaising with workshop staff for getting the work done in desired timeline.

- You are honest with customers and offer them solutions that take time and costs into account.

- You actively approach customers, thus showing excellent communication skills.

Method and process competence

- You are good at planning and organizing. In doing so, you show a high level of skills in processes and systems.

- You are aware of standard processes of receiving accident vehicles, insurance claim and body-paint repairs.

Technical competence

- You are technically qualified to carry out basic checks, diagnosis in vehicle and offer a consultation to customers.

- You are capable of assessing damages and giving a preliminary time and cost estimation to customers.

- You have a complete knowledge of body and paint repair processes.

- You are a critical reviewer of work done as per the requirements of customer to meet customer expectations.