Company :
Vantage Automotive Limited
Responsibilities:
- Review vehicle repair history and pre-notify immediate superiors of any unusual past incidents or repeated complaints.
- Prepare clearly written work orders, i.e., detailed job descriptions, specific parts numbers, and flat rate specifications.
- Verify customer’s personal particulars based on GDMS record & update the changes if necessary.
- Conduct Vehicle Reception Check using the reception checklist form & take photos in the presence of the customer for all related body and paintwork repairs.
- Advise customer of the best method & options available to pursue/process their insurance claims in accordance with MCF & GIA guidelines.
- Negotiate with surveyor/insurance companies to agree upon the optimum labour rates/charges.
- Follow up closely with surveyors via email (official communication channel) for the repair amount finalization and confirm the duration to carry out the workshop repairs.
- Verify job contents and check vehicle exterior body dents and scratches in the presence of the customer (including photo taking).
- Prepare an accurate accident repair estimate and provide supplementary estimates when necessary.
- Advise estimated repair cost for work to be done, ask for authorization budget for additional job.
- Obtain customer signature on work order and advise them on the accepted mode of payment (Cash/Credit card).
- Coordinate closely with the Operations Executive / Workshop Foreman for an update of the repair progress status in line with tracking to the promised completion deadline.
- To co-operate, coordinate, and work cohesively with both inter-department & other department staff to ensure prompt updates of the vehicle progress status & minimize vehicle downtime.
- Conduct final check on vehicle cleanliness & verify job completion after end control.
- Inform the customer of the vehicle collection date/time & the repair cost.
- Discuss with the Operation Executive / Service Manager to justify the goodwill extension that falls under the normal process framework.
- Refer to Operation Executive / Immediate Superior / Customer Service Manager / Service Manager and/or HOD when handling complex cases/customer issues.
- Provide a “personalized service” during vehicle handover to customer after the repair completion to explain the repair invoice details, notify in advance of any outstanding matter due to supplementary jobs required to be done on the next visit or backorder parts still pending arrival.
- Maintaining a good image of housekeeping of B&P reception areas' cleanliness & tidiness.
- To carry out ad hoc tasks assigned by the Immediate Superior / Operation Executive / Service Manager.
- To collate & file a complete detailed history record of each case assigned including the completed forms, photos, videos, incident reports & related documentation.
- Arrange & store the “damaged components/parts” to prepare for the surveyor to carry out a final inspection after the car repair works are completed.
- To follow up on “unclosed” cases with the Insurance Claims Officer-in-charge for prompt settlement to prepare the payment refund ( if any ) to the customer.
- Finalize & close insurance invoices in a timely manner.
- To take in and manage internal repair orders and fleet repairs.
- Assisting the role of other team members in their absence.
Requirements:
- Diploma in Mechanical Engineering, Automotive Engineering or Business Administration or NTC 2 in Mechanical Engineering, Automotive Engineering or its equivalent.
- At least 5 years of relevant experience with at least one year in a supervisory position.
- Experience in motor trade or in Body and Paint Dept. and have previously handled customers and surveyors would be advantageous.
- Possess Class 3 Driving license