Field Service Advisor

Position Title  Aftersales Operations Manager
Department/Brand CASE VIC
Location Dandenong
Reports to Aftersales Operations Manager

Role Purpose:

  • To take ownership of the customer experience and After Sales department relationship.
  • To ensure professional and efficient after sales support is provided to all customers.
  • Increase and maximize all customers spend opportunities through proactively liaising with the customer.
  • To ensure high quality and safe work practices are maintained.
  • To maintain and develop Auto IT DMS for the service department

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Major Accountabilities:

Primary and Secondary duties:

  • Support and help develop a retail focus within the department ensuring continuity of workflows.
  • Control service bookings and organize daily work schedule to sustain each workshop employee with a constant workload resulting in a profitable schedule
  • Help develop and maintain customer relationships.
  • Ensure customers satisfaction is maintained to the highest level.
  • Complete processing of invoices on a daily basis
  • Book in general repairs / services when required.
  • Open and close R/O’s, when required.
  • Open and process purchase orders, when required.
  • Ensure OH&S guidelines are maintained and an appropriate OH&S Culture exists.
  • Maintain company uniform and personal presentation in keeping with the company image
  • Ensure parts ordering procedures are followed and all transactions are covered by the correct paperwork.
  • Answer phone calls / take messages for when required.
  • Participate in toolbox meetings.
  • Undertake other duties as directed by management.
Key Accountabilities:
  • Maintain customer relationship through effective communication in a timely manner.
  • Keep to monthly deadlines for closing RO’s.
  • Ensure OH&S guidelines are followed within workplace
  • Ensure work in progress is maintained within established targets.
  • Complete and or make regular outbound phone contact with customers when requested.
KPI’S:
  • Report on all work in progress if carried over months end.
  • Ensure all customer, follow ups after repairs/services are carried out to ensure customer satisfaction and quality of workmanship.
  • Ensure all invoicing is completed within budgeted volume and profitability levels

Minimum Qualifications, Skills, Experience and Language(s):


  • Excellent communication skills
  • Excellent Attention to detail
  • Excellent organizational skills
  • Competent computer operator
  • Self-motivated
  • Able to remain calm in all situations
  • Ability and willingness to learn new systems and products as they arise.
  • Strong Auto IT DMS knowledge

The position requires a minimum of 3-5 years’ work experience in a similar industry and demonstrable administration skills.

Key Internal and External Relationships:


Internal:
  • CE Head Office Management and Staff
  • Dealership Managers and Workshop personnel
External:
  • Customers
  • Suppliers

Health, Safety & Environment (HSE):


Health, Safety & Environment (HSE) Responsibilities

All persons at a place of work have both a moral and legal obligation to ensure the safety and wellbeing of themselves and others.

HSE Responsibilities and expected behavior’s, for the leadership level stated above, shall be included in individual performance review processes.

Health, Safety & Environment (HSE) Authority

All Case Vic employees have the responsibility, and authority, to stop any work activity that they believe presents an imminent risk to their own or someone else’s safety.

An employee shall not be reprimanded for stopping a work activity where a legitimate and imminent HSE risk exists.

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