To carry out all PDI, VHC, services & rectification work in a professional way, whilst consistently exceeding customer expectations. Ensuring that all standard processes are adhered to in line with the business needs and franchise contract.
Job Scope
- To carry out all PDI, VHC, services & rectification work in a professional way
- KPI’s – Productivity and efficiency levels, customer satisfaction surveys
Key Accountabilities & Responsibilities
- Communicates the Mercedes-Benz culture of quality and excellence
- Performs all inspections/services in line with the company and Mercedes-Benz standards and processes
- Completes comprehensive inspection/diagnosis and repair job sheet
- Carries out all work using available workshop information systems necessary to store vehicle system functions
- Advises Service Team Leader of any additional work required
- Carries out a final inspection and function tests on all complex repair work
- Completes final documentation for invoicing
- Ensures cleaning and care of customer vehicle
- Meets business standards of fix first visit
- Provides a high level of technical expertise to deliver a high level of service
- Communicates and develops strong personnel relationships with customers to deliver a high level of service
- Ensures that the Service Team Leader is fully informed of any changes to costs and expected completion times
- Attends service meetings to improve service standards
- Identifies training and development needs for self as part of the performance management process
- Ensures all areas of Health & Safety operate effectively and within the requirements of the law
- Builds good relationships with manufacturers, professional bodies, suppliers and statutory representatives
- Ensures all capital outlay is approved by their line manager
Knowledge & Specific Job Skills
- Previous experience within the Motor industry
- Certified technician
- Product knowledge
CORE MBSW BEHAVIOURS
Driving Sales – Identifies and initiates opportunities to drive sales and deliver commercial benefits
Customer Service – Focuses on the needs of customers to improve service and sales
Planning & Organising – Organises own workload effectively, prioritising to deliver to deadlines
Analytical Ability & Decision Making – Demonstrates sound judgement in making decisions
Teamwork & Coaching – Quickly builds rapport and establishes relationships with others
Motivation – Demonstrates a positive attitude and takes responsibility for their own actions