To deliver the Mercedes Benz experience to customers by professionally managing the customer transaction from the point of order through to the handover of the vehicle.

To ensure that all vehicles are handed over in line with the expected standards and that all necessary vehicle documentation and payment transactions have been completed to guarantee customer satisfaction.

To provide and deliver excellent customer service by consistently exceeding internal and external customer expectations.

To ensure that all group policies and procedures applicable to your area of responsibility are adhered to at all times.

To promote & deliver at all times to all internal & external customers & suppliers the Mercedes-Benz cultural experience of quality and excellence.

To have a full in-depth understanding & knowledge base of the full range of Mercedes-Benz vehicles, allowing you not only to facilitate high quality discussions with customers but also being an onsite expert and point of reference for all other internal departments.

To manage the customer account (from point of order through to vehicle handover) in line with the expected Mercedes-Benz practice standard.

To provide an adaptable and flexible approach to meet each individual customers needs and expectations.

To build and develop an excellent rapport & relationship with the customer (and internal departments), giving full potential for further/repeat business.

To contact manage the customer waiting period as per the Sales & CRM core standard processes.

To ensure that new and used vehicles are ready for handover as per an agreed schedule liaising with the sales department. Follow up any problems with appropriate department notifying relevant sales staff/workshops/administration of any likely delays in handover.

Undertake the final check of the vehicle to ensure quality of preparation is in accordance with required follow up standard, that handover ‘pack’ is complete (e.g. gift, information) and resolve any related issues.

To demonstrate excellent time management & multi-tasking skills culminating in the ability to organise, schedule & co-ordinate the full spectrum of tasks from the point of order through to the handover of the vehicle, for

Experience in a retail environment or customer handling skills from a service industry.

Outgoing, positive team player with excellent interpersonal skills and the ability to communicate detailed information clearly and concisely at all levels. The desire and drive to help achieve success in a sales environment.

Ability to understand and demonstrate detailed product knowledge.

Flexible and social approach to work and people.

Adaptability to changing workplace environment.

I.T. literacy – an advantage.

Current driving license.

To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle and the customer during it’s time at the retailer.

To ensure that the requested work is completed on time and to the expected standards according to established guidelines.

To keep customers fully and regularly informed of changes to costs and expected completion times / dates ensuring all job extensions are authorised.

Manager the sub contractors to ensure the service levels and quality of work is to the correct standard.

Ensure proper use is made of technical information available.

To supervise the work team, identifying training and development needs to achieve the highest possible levels of performance, carry out regular key performance assessments of team members.

To manage high standards of housekeeping within the workshop and maintain a safe working environment.

To monitor workshop loading and ensure continuity of workload via liaison with the customer service appointments controller, parts department and delivery drivers, allocating work as required and maximising the use of available sources.

To ensure that the authorisation of warranty as appropriate as well as processes relating to warranty parts.

To ensure MOT testing and legislative responsibilities are being met.

Be aware of business control and managing debt.

At least one year’s supervisory experience or at least five years practical experience in an After Sales environment.

Should possess good customer relation skills to adapt to customers individual requirements whilst safeguarding the company’s interest.

Should possess a calm and even temperament.

Ability to handle pressure without it affecting working relationships and effectiveness.

Ability to recognise and name all major vehicle components, their approximate location and function.

Ability to carry out basic fault diagnosis based on customer description.

Ability to estimate times for diagnosis and repair, ability to determine condition of safety related parts i.e. tyres, brake pads etc.

Good basic administration knowledge.

Demonstrably numerate and literate

Assist in delivery of Mercedes Benz Commercial parts within the west midlands area to our existing customer base.

To undertake any driving duties as required both on and off site ensuring that all rules of the road are adhered to at all times.

To ensure that all customer complaints are dealt with both speedily and effectively and reported to departmental Manager immediately.

To maintain a high standard of presentation and levels of customer service within the department is in line with company standards.

Handle all internal and external customers and suppliers with courtesy and ensure the Mercedes-Benz experience is delivered to all contacts at all times.

To ensure that all company policies and procedures applicable to their area of responsibility are adhered to at all times.

Self motivated with motor trade experience and confident in a customer facing role.

Clean driving licence required

Taking receipt of vehicles, advising customers in person or by telephone, making initial diagnoses, writing orders for repair work, monitoring the repair process, taking receipt of repaired vehicles and handing them over to customers.

Actively selling after-sales services in a customer-orientated manner. Ensuring the workshop is working to full capacity by effectively scheduling customer orders.
Mediating between the spare parts warehouse, workshop and customers.

Providing advice by telephone and making bookings, based on the on-site facilities and equipment, fitting these in to suit workshop capacity and processes.
Discussing payment with customers and, if necessary, negotiating special prices
Dealing with application to extend the extent of repair work to be carried out, with the approval of the customer (approval, additional costs, change delivery dates etc).

Ensuring the vehicle is in a fit state to be handed over to the customer.

Giving customers detailed explanations on the extent of repairs carried out, providing information on the invoice and, if necessary, making suggestions regarding additional repairs / handling
Selling / advising on service contracts
Selling / advising on other services, winter checks etc
Dealing with external and internal correspondence in connection with vehicles being processed
Being personally committed to ensuring customers continues to trust in the work done by the workshop and the quality of the product.

A professional Mercedes-Benz Service Advisor is committed to providing a service to customers and is a competent expert in the area of automobile technology and service. He/she represents the Mercedes-Benz brand.

Being the initial contact for customers to the service department, he is attentive and trustworthy. He/she has no difficulty adapting to a range of people showing varied patterns of behaviour and holds them in equally high esteem.

A Mercedes-Benz Service Advisor is able to make an initial diagnosis, roughly pinpoint the problems and suggest a solution. He/she can inform customers of services on offer and realistically estimate repair costs and time.

Appearance/manner/charisma, ability to make contacts and build relationships, structuring and leading discussions.

The Technician role is primarily an expert for all service work and defined assembly and maintenance work of the utmost quality and efficiency, and accordingly promotes the brand image with respect to reliability and economy.

Systematically carrying out complex fault diagnosis, monitoring the repair process, carrying out final checks and, if required, handing over the vehicle to the customer.
Supporting colleagues in the workshop in systematic fault diagnosis
Documenting the results of the diagnosis. Informing colleagues in the workshop of technical innovations and communicating important information regarding fault diagnosis.
Through professional performance of all service work, defined retrofitting of accessories and preservation work, this role makes an essential contribution to the value retention of the customer’s vehicles.

Performance of all maintenance services according to the manufacturers instructions and according to the maintenance schedule.

Systematically making professional, complex diagnosis of the vehicle using corresponding diagnostic tools and facilities.

Determining the cause of a particular fault and determining / initiating possible measures to alleviate the problem

All visual inspections, adjustment operations, adjustments, operating fluid changes and additions, replacement of worn equipment (e.g. brake linings)

Knowledge of deviations and extraordinary wear occurrences and initiation of order expansions / feedback to customers

Resetting of the maintenance system
Checking the vehicle is in an appropriate condition to leave the Service Department.

Compiling technical product reports on vehicle defects, descriptions of causes and suitable optimisation measures and reaching agreements on these with the Service Advisor / Team Leader.

Trained, certified technician in an automotive service field.

Problem solving, intellectual capacity, ability to learn, general knowledge.

To provide an administrative function in the Service Department, ensuring that all invoicing takes place in an accurate and timely manner and that documentation is processed in line with company procedures.

Provide estimates to customers in a timely and professional manner.

Prepare invoices for customers using Mercedes-Benz and Kerridge systems.

Accurately maintain the document control systems and the cash / credit accounting systems.

Record vehicle detail and service histories accurately and operate a customer follow-up system.

To ensure that within their area of operation all Company and Trade Associations policies, procedures and minimum standards are met and that all statutory requirements included trading standards, fire, health and safety are adhered to.

Handle all internal and external customers and suppliers with courtesy at all times.

Excellent organisational and administrative skills

Attention to detail

Ideally previous experience of a similar role.

IT Literate

Kerridge knowledge