Job Vacancy – Service Advisor

  Duma Works wrote this on
February 16, 2018 | No Comments

Duma Works is recruiting a service advisor for one of its client. The hiring company has an operational presence in 15 countries globally. It continues to be the partner of choice for leading automotive, equipment, services and food brands in Southeast Asia and beyond.

Overall Purpose of the Role

Plans and coordinates service activity to meet customer requirements and to maximize utilization and profitability of the service department

Key Responsibilities

Internal/External Interactions


  • Report to Nairobi Service Manager
  • Work closely with the Workshop Team


  • Customers
  • Other Individuals

Duties and Responsibilities

Builds rapport and qualifies the customer’s requirements

  • Demonstrates our Customer First Behaviours in all interactions with customers and colleagues
  • Strives to deliver outstanding customer service
  • Provides a warm welcome to customers and asks questions to build rapport and understand the   customer’s requirements, especially in distress situations (e.g. following an accident)
  • Ensures customers are aware of all available products and services
  • Applies understanding of the customer’s needs to guide them towards the product or service that will best meet their needs

Agrees details of the work to be carried out

  • Liaises with the Workshop Controller to obtain estimates and schedule work
  • Books vehicles in to the workshop, taking into account workshop utilisation targets, job complexity and availability of parts and materials
  • Agrees vehicle delivery/collection or courtesy car arrangements and completes all required checkbefore handing over the loan car to the customer
  • Seeks and acts on opportunities to sell additional products, services and repair work

Adheres to repairs and services procedures

  • Provides estimates according to company policy
  • Initiates and maintains accurate job and customer records and follow up systems
  • Keeps records of warranty work in accordance with manufacturer and Dealership requirements
  • Verifies payment method in advance of work starting
  • Ensures all work is carried out and charged for
  • Accurately maintains document control systems
  • Accurately maintains cash/credit accounting to ensure security of all payments
  • Inputs information into the workshop loading system

Updates the customer on progress and checks customer satisfaction on completion

  • Communicates regularly with customer to update on workshop progress, agreeing any additional spend
    and managing expectations regarding costs and timings
  • Liaises between the customer and the workshop (e.g. to seek authority to complete additional work)
  • Fully explains invoices to the customer on completion of the work and checks understanding
  • Checks courtesy cars on retur

Works as a full member of the Dealership team

  • Supports the Service Manager and team to meet objectives
  • Works with colleagues across the Dealership to deliver improvements and provide a seamless service to customers
  • Works with colleagues across the Dealership to investigate and resolve customer complaints
  • Understands and follows relevant aspects of our operating guidelines
  • Ensures sales opportunities are followed up by the most appropriate colleague
  • Maintains a professional manner and high standards of personal presentation at all times
  • Uses feedback to improve own skills and performance
  • Adheres to legal, environmental and health and safety requirements while ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards
  • Ensures own work area, vehicles and clothing are kept clean, tidy and in a safe condition in order to uphold our standards and that of our dealer

Other Roles

Follow DSE/SEF process

  • Effective communication to customers-add evidence in DMS
  • Update correct vehicle and vehicle record with next service interval as well as update customer record
  • Follow up all OSH/EVHC Topix requirements procedures
  • Record all job written approval evidence with job card
  • Vehicle has to be delivered on promised time if it is getting delayed/ or if it is not able to meet commitments immediately bring it to service managers notice
  • Follow up 48 Hrs booking /repicking process and record mobility evidence
  • All estimates higher than 100,000 Kshs have to pass through the Service Manager
  • Update driver’s circle concerns immediately /effectively with support of service manager
  • Responsible for continuous KPI/ GFK –disciplinary action will be in place if there are continuos red flags
  • Responsible Daily update of WIP reports – forward to the service manager
  • Responsible for facilitating vehicle delivery to customers , if any damage occurs because of delay in delivering the vehicle the service advisor will be responsible for the damages
  • Should always be our approved dress code

Person Specification

Education Requirement

  • Relevant Diploma
  • Good communication skills


  • Leadership – Forward thinking and proactive with judgment, direction setting and achieving of targets. Able to lead management and operational teams, creating a climate in which team members have a desire for results and are able to realize their potential
  • Management – Able to identify direction for self and others, motivating and effectively managing staffing and resource requirements. Capacity to use judgment and evaluate situations in order to make decisions following through to appropriate action and results
  • Achieving Results – Results driven, able to make sound judgments over competing priorities, use initiative and actively assess the course of action to set and accomplish targets
  • Strategic Thinking – Able to identify a vision along with the plans which need to be implemented to meet the end goal, evaluating situations, decisions, issues in the short, medium and long term
  • Analytical Thinking – Able to simplify complex problems, processes or projects into component parts and explore and evaluate them systematically
  • Flexibility – Adapts easily to change and responds flexibly to a changing and evolving environment,provides momentum when driving change and involves others when building plans for change
  • Resilience – Ability to work under pressure and manage personal effectiveness in face of challenge. Demonstrates an approach to work that is characterized by commitment, energy and motivation
  • Teamwork – Able to build and maintain effective working relationships with a diverse and multi-cultural workforce in a variety of locations, working cooperatively with others. The ability to build and contribute to a team as well as work independently within a given framework
  • Communication – Strong communication, influencing and presentation skills both verbal and written.Able to get one’s message understood by adopting a range of styles, tools and techniques appropriate to the audience.


Send your Cover Letter and detailed CV to [email protected] marking the subject as “3243”, Your Full name & Phone number e.g. 3243 Barack Obama, +2547xxxxxxxx. If you don’t follow these instructions, your application will not go through.

Deadline for receiving applications: Friday, 16 March 2018


* You will receive a confirmation email and an alert to take a basic screening test over SMS or online. The email with the test may not arrive immediately. Please be patient. The email/SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test.

If you apply and don’t meet these minimum qualifications, we will not be able to move forward with you application.

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