To be responsible for administrating service processes to maximise administrative efficiency in the department. To assist the service team in maintaining accurate and on-time reports and records.
Receives and directs internal and external customer inquiries for the service department.
Maintains service department filing, records and department information.
Opens jobs as directed by the Service Manager and maintains control until they are closed and invoiced.
Input information from technician timesheets and job cards to dealer business management system
Coordinates enrolment and follow up of training attendance as directed.
Raise job cards, discussing customer’s requirements and documenting accordingly.
Assist with scheduling work with technicians.
Provide work progress information to customers and liaising with technicians.
Provide assistance to customers: face to face, by telephone and email.
Contacts customers throughout the life cycle of their machine with regards to customer satisfaction.
Review feedback and scores and assist with the management of customer experience.
Assisting the Service Manager with other administrative tasks.
Proactive marketing of our service to customer both current and prospective. Arrange mailshots and advertisements in press and make follow up calls to promote all service campaigns and offers.
May process invoices and warranty and/or product improvement claims including the computation of charges, submission and follow-up.
Review and update warranty records / scrap out parts / deal with return warranty parts.
Oversee/assist goods / haulage paperwork.
Skills & Qualifications:
Ability to use standard desktop applications such as Microsoft Office and internet functions.
Understand the service software in the dealer business system and Deere warranty system.
Ability to create, analyze and interpret reports.
Organisational skills with attention to detail.