รายละเอียดงานKey Responsibilities:
- Problem Resolution: Manage and resolve customer complaints or service-related concerns quickly and effectively, aiming for 100% customer satisfaction.
- Follow-Ups: Implement regular customer follow-ups after service visits or repairs to ensure that customers are satisfied with the solutions provided.
- Warranty Claims: Oversee the processing of warranty claims, ensuring compliance with NETA’s policies and industry standards.
- Service Contracts: Manage extended service contracts or maintenance packages offered to customers, explaining the details of the coverage and ensuring proper usage.
- Repairs and Parts Management: Coordinate all repair needs, ensuring that vehicles requiring repair under warranty or paid service agreements are processed smoothly.
- Technician Supervision: Supervise and coordinate the work of automotive technicians or mechanics to ensure all repairs meet NETA’s quality standards.
- Spare Parts Inventory: Oversee the inventory of vehicle parts, ensuring a sufficient supply of parts for common repairs (batteries, motors, suspension, etc.) as well as rare components.
- Parts Ordering and Stocking: Manage the ordering process to ensure that the dealership has the right mix of parts in stock for common repairs without overstocking, which could tie up capital.
- Team Supervision: Lead and manage the after-sales service team, including service advisors, technicians, and customer service representatives.
- Performance Monitoring: Establish key performance indicators (KPIs) for the service team and track their performance to ensure they meet dealership goals for customer satisfaction, service quality, and turnaround times.