Technical Consultant

Description

Job Summary: Manage customer relationships for the workshop, acting as the interface between the customer and the technical team—from vehicle reception through delivery and after-sales. Key Highlights: 1. Full management of the workshop service cycle 2. Direct interface between customer and technical team 3. Focus on customer satisfaction and performance Manage customer relationships throughout the entire workshop service cycle—from vehicle reception to delivery and after-sales—acting as the interface between the customer and the technical team. Responsible for opening and tracking service orders, presenting and negotiating estimates, warranty management, handling bodywork and painting insurance claims, and achieving performance and satisfaction indicators established by the dealership and the manufacturer. **Vehicle Reception and Customer Service** * Greet the customer and vehicle courteously, actively listening to complaints and needs expressed * Perform the vehicle intake checklist, recording damages, mileage, fuel level, and other protocol items * Create the service order (SO) in the DMS system with all necessary technical and commercial information for service execution * Align with the customer on the service scope, estimated delivery time, and communication method during the process **Estimates and Negotiation** * Prepare and present clear estimates to the customer, detailing labor, parts, and scheduled timelines * Conduct price negotiations focused on estimate approval and customer satisfaction, within current commercial policies * Prepare supplementary estimates whenever new services are identified during execution, notifying the customer before starting * Record all estimate approvals and rejections in the SO, maintaining a complete history for each service interaction **Service Order Tracking** * Monitor the progress of SOs under responsibility, tracking execution deadlines and anticipating delays * Maintain active communication with the Workshop Leader and technicians to ensure smooth execution and resolution of pending issues * Update the customer on service status whenever there is a change in scope, timeline, or cost * Ensure service quality prior to vehicle release for delivery **Vehicle Delivery and After-Sales** * Deliver the vehicle to the customer, presenting completed services, invoices, and usage and maintenance instructions * Proactively contact the customer the day after delivery to verify service compliance and satisfaction with service delivery * Record the post-delivery contact result in the system, creating a new SO if rework or dissatisfaction is reported * Clarify customer questions regarding performed services, applicable warranties, and recommended upcoming maintenance **Warranty** * Receive vehicles requesting warranty service, identifying the reported defect and verifying eligibility per manufacturer policy * Inform the customer about the warranty process, timelines, and coverage, managing expectations transparently * Facilitate information exchange between the customer, technical team, and manufacturer to ensure compliance with warranty claim requirements * Track warranty SOs to closure, ensuring adherence to manufacturer-mandated procedures **Bodywork, Painting, and Insurance Claims** * Serve customers requiring bodywork and painting, assessing damage and creating the corresponding SO * Coordinate with insurance companies, providing required documents and reports for service approval * Negotiate repair scopes approved by insurance adjusters, advocating for full necessary service coverage * Track insurance claim vehicle delivery timelines, keeping both the customer and insurer informed of progress **Indicators and Performance** * Monitor and strive to achieve average ticket-per-SO targets by advising on additional services and inspections * Increase sales penetration of chemical products (additives, protectors, cleaning services) as complements to workshop services * Actively participate in customer satisfaction surveys (NPS/CSI), promoting a service experience that generates positive feedback * Monitor and respond to manufacturer-conducted service evaluations, meeting quality program standards