Personal Service Technician | Al Futtaim Automotive | Trading Enterprises

Overview of the role:

• The purpose of the role is responsible for entire customer and workshop process having the skills for meeting the customer needs by performing all operations related to service and maintenance of Volvo Vehicles. A highly skilled service and parts advisor with customer relationship management skills a must for making this role a success. Volvo Personal Service Technician is required to work in a team with a mindset of delivering value solutions to the customers and able to continuously improve the workshop processes to avoid any downtime and high recovery rates for the organization. Volvo Personal service technician is expected to complete all principal recommended trainings, be a benchmark for Al Futtaim automotive in Aftersales and participate in skills competitions for learning and development.

What you will do:

• Customer booking and dialogue.
• Responsible for retrieving and documenting all relevant information connected to having a complete work order at first customer contact. Responsible for customer and production planning including giving price information. 
• Work order admin.
• Responsible for all work order administration including invoicing of Warranty/Goodwill, Insurance cases and Leasing companies. However, Workshop Support function must provide help for the PST.
• Handle rental car keys for workshop customers.
• Responsible for booking rental/ courtesy for workshop customers, as well as handling the keys for both outgoing and incoming cars.
• Identify parts.
• Responsible for identifying and ordering of parts, together with Workshop Support if needed. 
• Service, Repair and Fault tracing.
• Responsible for following Volvo methods when performing all types of jobs in the workshop. 
• Responsible for following local workshop standards and routines.
• Value added service sales.
• Advising customers on the ongoing campaigns.
• Offer value added service to customers. Ensuring high rate of accessories, tinting, tires, batteries, coatings, paint protection and smart repairs contracts are sold to aftersales customers.
• Install accessories and Perform PDS.
• Responsible for performing PDS and installing accessories for customers as well as the sales department.
• Refurbish used cars.
• Responsible for refurbishing used cars with a work order based on the car evaluation provided by the sales department.
• Perform Extended Core Service (ECS) (1 technician specialist Paintless Dent Repair (PDR) and Reconditioning).
• At least one PST should be able to perform PDR and reconditioning in order to ensure that the workshop can provide everything that the customer wants.
• Perform Car Wash.
• Responsible for performing external car wash on workshop customers' cars.
• Technical reports (Volvo)
• Responsible for reporting faults or deviations in the Volvo systems to Volvo. This to ensure that corrective actions can be taken.
• Attend daily meeting and contribute to continuous improvement through identification of problems 
• Responsible for sharing relevant knowledge and findings with the team as well as for bringing problems to everyone's attention and solving them together with team. 
• Customer follow-up.
• Responsible for following up on the customers a few days after the workshop visit. Play a crucial role to fix the customer vehicle for the first time with dealer standards.
• Keep the PST engagement score of over 90.
• Knowledge of Standard Operating Procedures and problem-solving skills in resolving repair jobs.
• Capability to handle Special tools and equipment.
• Capacity for E Learning and training and development plans.
• Ability to use workshop manuals and understand wiring diagrams.

Skills

Required Skills to be successful:

1.- Automotive experience.

2.- Technical skills. 

3.- Experience with service and maintenance in the workshop.

4.- Customer management experience.

About the Team:

• Reporting to the Aftersales Manager and managing a team and will work closely with internal and external stakeholders. 

What equips you for the role:

• Bachelor or Diploma in Automobile, Mechanical, Industrial, or related Engineering. 
• 4 to 5 years overall experience as Technician and service advisor in automotive dealership. 
• Basic knowledge of Electric Vehicles. 
• Technical skills, customer relationship management skills and user skills in tools and equipment.
• Proficient in Microsoft Office.