Service Advisor

SMG Automobile Services

Operational Responsibilities

• Utilize workshop capacity efficiently, lead the team, and prioritize work.

• Oversee booking sheets, manage capacity, and avoid overdue operations.

• Organize work handover at the end of each shift.

• Set routines to secure resource availability (reception tools).

• Monitor deviations in operations and implement improvements as necessary.

• Make proposals for enhancing workshop offerings: local campaigns, service portfolio, etc.

Customer Interaction & Service Responsibilities

• Act as the initial customer contact and lead interactions during service.

• Handle regular and arising customer needs and ensure adherence to delivery times.

• Meet customers for conflicts, special requests, or escalations.

• Identify additional jobs and promote workshop sales.

• Ensure all job extensions are explained and approved by customers.

• Advise the team to deliver complete job orders according to manufacturer guidelines.

• Promptly respond to customer communications via phone, fax, and email.

• Ensure smooth vehicle delivery on time.

• Represent Porsche values, handle complaints professionally, and provide recommendations.

Administrative & Reporting Responsibilities

• Maintain customer database, service records, and manage manufacturer/local campaigns.

• Create and maintain a comprehensive database for current and potential customers.

• Regularly review CSI reports and initiate necessary action plans.

• Allocate tasks and responsibilities according to action plans.

Safety & Compliance Responsibilities

• Oversee all Safety, Health, and Environmental (SHE) regulations.

• Monitor standards and routines for reception cleanliness and tidiness.

• Comply with all Porsche DOS requirements and regulations.

• Work actively with change management, initiate, implement, and sustain changes when needed.