a) General Scope of Authority and Organizational Position.

1. Reports directly to the Service Head/Manager.
2. To be Service Center front liners to attend customers for servicing registration.
3. Advising customers and handling complaints.
4. Issuing clear repair instructions according to faults diagnosed and customers’ complaints.
5. Confirming and updating customer records.
6. To handle warranty claim and accident claim.
7. To carry out follow up call and service reminder.
8. To attend a min of 10  to max of 15 customers.
9. To explain and carry out delivery to customer.

b) Goals

1. ​Ensure the Service Center contributes to customer satisfaction by providing optimal customer care.
2. Ensuring high quality of service work.
3. Promote the Service Center capabilities & strengths.
4. Determine customers needs & communicate these to service shop to fix it right the first time and deliver the vehicle on time.
5. Achieve targeted service appointment rate.
6. Increase service & part sales.
7. ​Reduce customer “No Show Rate”.

c) Job Functions and Areas of Responsibilities.

1. 1.​Establish and maintain good customer relations.
2. ​To attend customer and vehicle service registration including accident repair. 
3. ​After inspecting the vehicle using Vehicle Checklist, issue Repair Order (RO) and Work Order (optional). Fully check the Repair Order (RO) before printing. 
4. 4.​To ensure customer sign on the RO and Vehicle Checklist and give customer the Vehicle Collection Slip Number. After obtaining customer’s signature, send RO and Work Order (optional) to Job Controller to proceed next process.
5. ​Follows up progress of repairs in conjunction with Job Controller and if repairs require additional time and/or costing, the Service Advisor should advise the customer.
6. 6.​To advise customer on the estimated price, spare parts and nature of problems, the time of job  completion and when the vehicle can be collected.
7. ​Prepare cash repair estimation / quotation & itemize all parts, labor & lubricant charges. 
8. 8.​ To obtain signature for the approval before all jobs to be done.
9. ​Advise customers concerning vehicle maintenance, accessories and technical problems upon delivery of cars. To inform and promote any new product/accessories or campaign available.
10. ​Inspect work and if necessary road tests the vehicle after completion of work. 

11. ​Ensure clear explanation given to the customer upon vehicle delivery.

12. To brief Service Head/Manager on difficult complaints before bringing the customer to the their attention.
13. To handle telephone inquiries and assist customers for information regarding service and warranty.

14. ​To carry out customer follow up (telephone call) within 3 days from the date of  repair. 
15. ​To obtain and update customer and vehicle particulars in the customer history record 
16. ​Assist HQ for any technical & service information required.

17. ​Responsible on all warranty administration

18. ​Explain warranty policy to customers.

19. ​Supervision of warranty claim in terms of warranty claim decision particularly on abnormal technical defects.

20. ​To prepare technical report, product quality report, quality reports supplementary on market problems.

21. ​To monitor all Warranty Claim Parts are properly tagged according to Warranty Claims Forms.
22. Responsible for all warranty parts return when requested by Technical & Warranty Department, HQ.

23. ​Ensure adherence of warranty policy and procedures.
24. Update VimiSales accordingly and correctly.
25. ​All relevant reports must be ready by 3rd of every month.
26. Ensure CSI above 900
27. To perform any other duties specified by Service Head/Manager