TMD Kenya (Thika Motor Dealers) was established in 1989 as a dealership of Isuzu East Africa Ltd. The Company started operating in Thika’s Industrial are and trading with the support of ICDC and other local banks. In the early 2000’s, the Company put up its current ultra-modern custom built premises on Kenyatta Highway, Thika Town with a capacity to handle a large number of light and heavy commercial vehicles.

Role 

This is a full-time on-site role for a Service Advisor at TMD Kenya’s Thika branch. The Service Advisor will be responsible for providing customer-focused service by ensuring customer satisfaction, handling customer inquiries, and managing the aftersales process. Strong communication skills and a customer service mindset are essential for this role.

Responsibilities

• Scheduling service appointments for customers.
• Act as the Interface between customers and service technicians to coordinate preparation of repair estimate, create vehicle repair orders and maintenance for authorization through the application of the ERP.
• Perform joint inspection of vehicles with customers both exterior and interior then accurately capture all customer’s issues and vehicle information in the ERP system and as per Aftersales policy & SOP.
• Coordinate on the need for repairs and maintenance by relying on information relayed by technicians, by questioning customers thoughtfully, and by researching vehicle history and relevant vehicle database information; then provide a job order to workshop controller.
• Co-ordinate preparation of repair estimates, send to customers and follow-up for work approval. The approval shall be by a signed pro-forma invoice or written email by the customer or an authorized representative of the customer.
• Ensure customer vehicle maintenance is satisfactorily completed on time and details for customer services rendered and costs for those services invoiced appropriately, ensuring satisfaction at every step of interaction.
• Ensure that a minimum of of 5 job cards per day are opened, closed and invoiced within the timelines as agreed with the customer.
• Ensure that a target minimum of 20 customers per day (S3 and S4) are contacted and feedback documented in the shared reporting template.
• Respond to and resolve Isuzu Contact Centre CRM trouble tickets (customer escalations) within the expected timelines.
• Provide daily reports of customers contacted, job cards pending invoicing, WIP updates and any other reports as required by the supervisor.

Qualifications

• Diploma in Automotive Engineering (Module 1,2,3)
• KCSE, minimum of C- plain.
• Ability to work extended hours and weekends when required.
• Isuzu certification as required.
• Customer Service, Customer-focused Service, and Customer Satisfaction skills
• Excellent communication skills
• Experience in aftersales services
• Strong problem-solving abilities
• Ability to work well in a team
• Knowledge of the automotive industry is a plus
• Degree or diploma in a relevant field