GENERIC JOB OUTPUTS

PROCESS AND GOVERNANCE

• Adhere to standard operating procedures (SOP’s) within the area of accountability. 
• Contribute to the development of standard operating procedures and guidelines within the area of accountability. 
• Escalate unresolved issues to management and process owners.
• Identify and develop solutions to improve operational service and quality. 
• Report on transactional and process activities to enable timely and effective decision making. 
• Conduct research and gather data to provide information on product defects and submit to the importer/distributer.
• Conduct research and gather data to provide input to operational reporting and decision making processes.
• Deliver on agreed performance targets according to set procedures and service level agreement.
• Draw on own technical knowledge and experience to identify and develop solutions that leads to improved operational service delivery and quality.
• Inform and educate customers through the Service Advisor, on technical fault findings and corrective action taken, to ensure retention of existing customers;
• increase sales revenue and increase the organisational customer base.
• Minimise rate of return to adhere to CSI and OEM/Importer standards.
• Provide a fault finding and systems diagnostic service on vehicles
• Provide a technical and diagnostic service by utilising modern diagnostic equipment to maximum vehicle service solutions and to interpret findings.

FINANCE

• Execute work activities effectively and efficiently in order to maximise financial performance and profitability. 
• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment.
• Provide service advisors with accurate vehicle health report to enable increase sales revenue.

CLIENT/CUSTOMER

• Broaden the understanding of customer service delivery principles and provide specialist support to meet and exceeds customer expectations. 
• Deliver services that creates a culture which aims to exceed customers’ expectations in all aspects of the business. 
• Contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback as well as exceptional
• service delivery.
• Ensure customer assets are safe­guarded as per company policies and procedures.
• Provide specialist advice to customers through the service advisor.

PEOPLE

• Attend training initiatives to improve work quality and enhance own skills 
• Own and live up to company values. 
• Participate in forums that positively contributes to functional knowledge improvement.
• Provide advice and support with the management of change and offer operational support where required.
• Provide expertise, participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Provide technical coaching to apprentices and others for the purpose of continuous knowledge sharing, learning and integration of own knowledge.
• Share own and product specific knowledge with teams/technicians to solve difficult technical problems faster.