Service Advisor Knowsley Van 0225 -

Service Advisor - Knowsley Van

We are recruiting for a Service Advisor to join the team here at our Mercedes-Benz Van dealership located in Knowsley!

In this busy and important role you will be the first point of contact for our customers in relation to any service queries or requests. You will work closely with the parts warehouse and workshop, as well as the Sales and Accounts team to ensure we deliver the highest standard of work and customer service to drive repeat custom.

If you thrive in a fast-paced environment and have a passion for providing first-class customer service, we would love to hear from you.

Package Details:

Monday - Friday, 07:00 – 17:00, with 1 in 4 Saturday mornings on a rota basis
45 hours per week
Permanent
Bonus scheme

Up to £31,800 per annum, depending on experience
Based onsite in Knowsley
23 days’ holiday each year plus bank holidays

Key Purpose of the Job

Be the first point of contact for the customer in relation to any service queries or requests
Mediate between the parts warehouse, workshop, customers and other internal departments

Ensure the quality of the entire preparation and planning process for enquiries across multiple communication channels

Accountabilities

Giving customers a friendly welcome and listening to their wishes, problems and concerns
Taking bookings and receipt of vehicles to be put through maintenance, repair or accident repair work
Keeping customers informed of the status of their vehicle, giving comprehensive technical and commercial advice on the extent of work to be done
Providing cost estimates for repair work
In the case of legally required inspections, explaining the necessary vehicle tests in a customer-oriented manner
Liaise with the parts warehouse on stocks of spare parts and accessories
Compiling initial diagnosis of vehicle with the help of corresponding test facilities
Comparing actual status of vehicle with current production configuration and evaluating technical condition
Together with workshop, parts warehouse and Accounts, determining extent of repairs, costs and deadlines
Completing worksheets and test sheets relating to the order
With regard to complex technical problems, co-ordinating activities with the corresponding contacts (Diagnostic/Service Technician, technical hotline, plants, etc.)

With regard to warranties, coding causes of damage and agreeing extent of technical work required
Discussing payment with customers and, if necessary, negotiating special prices with Accounts
Dealing with application to extend the extent of repair work to be carried out, with the approval of the customer (approval, additional costs, changed delivery date, etc.)
Entering orders, extensions, sketches of paintwork, etc into systems
Arranging for spare parts, accessories and special tools to be ordered and delivered
Carrying out final check on vehicles and ensuring the vehicle is in a fit state to be handed over to the customer
Actively selling customers services via telephone calls and/or in writing
Placing after-sales information (brochures, catalogues, etc.) and ensuring availability
Carrying out quality control with respect to vehicles and orders as part of quality assurance
Giving technical advice and information on product-specific problems to affiliated or co-operating partners
Fostering co-operation and contacts with external institutions (e.g., experts)