Service Advisor (Rolls-Royce Motorcars)

* Main Objectives of the roll:



• Ensure premium service consulting tailored to the individual needs of each customer.

• Boost sales through selling Aftersales products and services

• Loyalise customers and ensure customer satisfaction at any time



* Task and Activities:



Performs service consulting.

• Performs service consulting at the vehicle

• Informs the customer about service, price and deadline

• Supports in the framework of accident damage

• Records customer and vehicle data for the customer database

• Guarantees customer mobility

• Issues courtesy or hire car to the customer



Manages the repair process.

• Prepares and settles complete and detailed orders

• Organises diagnosis test drives for the service technician and workshop master technician

• Checks availability of parts before the start of repairs

• Matches current workshop capacity with order deadlines

• Obtains permission from the customer for additional work, and informs the workshop master technician or technician regarding this

• Instructs parts sales for the best parts provision



Prepares and releases invoices.

• Prepares damage calculation for repair authorization

• Checks and releases complete and correct invoices for services

• Prepares invoices for inspections and standard repairs

• Assesses and processes warranty and goodwill settlement applications with regard to procedures and technical aspects

• Agrees on payment conditions with the customer according to business conditions approved by the management

• Prepares estimates taking into consideration the current value of the vehicle



Carries out the vehicle handover.

• Carries out final acceptance and vehicle handover

• Performs final acceptance with a test drive and an invoice check



Promotes services and products.

• Offers, consults and sells parts, accessories, and lifestyle products

• Promotes services not performed (telephone offers)

• Organises and undertakes regular telephone promotions of services based on customer needs

• Organises and checks product improvement campaigns

• Introduces customers to Sales Advisors and Product Genius if customer is in re-purchase phase



Observes the market.

• Performs regional market and competition observation with regard to service products