Mascor (John Deere): Service Advisor at

2 weeks ago

Nairobi, Nairobi Area, Kenya Starke Ayres Full time
Starke Ayres's is a specialist in the vegetable, flower and lawn seeds industry, with over 130 years of experience. Headquartered in Johannesburg, South Africa, it is the leading supplier in Africa and an international supplier of premium varieties of vegetable, lawn and flower seed varieties to the professional grower
Summary

Mascor is a Company consisting of franchised Automotive, agricultural mechanisation, construction, forestry and fuel.

With more than 50 years in the industry, we offer prestige brands such as John Deere, Toyota and Warath while our highly skilled staff provides professional and high-quality service and standards of workmanship.

Mascor is currently looking for a Service Advisor responsible to act as liaison between customers and service technicians.

RESPONSIBILITIES:
Always give friendly and qualified customer service.
Treat the customer in such a manner that a high level of confidence is developed.
Operate a customer friendly concern resolution process.

When a customer has a complaint, do not try to win the arguments and thereby risk losing the customer.

Use the opportunity to give the customer a positive surprise and you may win a customer for life
Welcome the customer by name; demonstrate a personal interest in the customer and his requirement/concerns.
Listen carefully to all customers wants, requirements and concerns.
Complete job card in detail.
Agree with the customer his 3 main areas of interest:

Total Repair content
Total repair cost (labour and parts)
Repair completion time

Have the customer sign the repair order/quotation
Ask the customer to tick in the repair order his method of payment.
Arrange for customer care.
Fully utilise the workshop capacity by correctly operating the workshop planning board.
Ensure that the objective time per repair order is used for planning purposes.

The order copy for the workshop should be put in to the Workshop planning board for planning purposes and mechanic use.

The repair order should also show the repair objective time according to the Flat Rate labour time schedule.

One copy of the repair order parts pre picking slip should immediately be passed to the parts department for parts pre-picking purposes.

Perform a close follow-up of repair order processing and completion in the workshop to ensure meeting customer promises on completion times.

Give advice on the repair order content and customer wants to the mechanic/workshop foreman as appropriate.

Work in close co-operation with the parts store to assist achieving a high level of parts availability and conduct a follow-up system for missing parts (workshop planning board).

Ensure that customers are kept up to date on the progress of their repairs.
Reduce Work in Progress to a miniumum on a daily basis.
Ensure technicians time worked and sold is captured daily.
Ensure all warranty and Product Improvement Programmes are carried out timeously.

The Service Advisor should specifically check the appearance and function of all repaired vehicle (Ag Equipment washed and cleaned).

Ensure that all promises given to the customer are fully met.
As soon as the vehicle is ready the Service Advisor should call the customer and inform him about immediate vehicle availability
Explain to the customer the work done on the vehicle / equipment.
Accompany the customer to the cashier for paying the cash sale invoice

REQUIREMENTS:

Qualification:

Min:
Grade 12

Ideal:
Technical certificate

Experience:
Above average knowledge of all machines and specialized equipment .
Advanced Sales and Marketing experience in agriculture sector
+3 Years' experience in similar role

Legal:
Valid Driver's license

Skills:
Advanced selling and customer skills.
Able to operate under pressure.
Excellent skills in Microsoft 365: Outlook, Word, Excel,
Above average time management
Excellent communication skills
Excellent judgement and decision making skills

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