01 SERVICE CONSULTANT STAFF – BIG BIKE

► Responsibilities: Intakes customer vehicles, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

1. Service Department Operations

• Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
• Diagnose problems accurately, and clearly describe them on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Assign jobs to technicians based on skill level and current resource utilization.
• Review work-in-progress to ensure quality and timeliness.
• Occasionally assist technicians when they are having difficulty performing service work.
• Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts before job starts.
• Perform cashier functions, as needed.
• Make estimates for internal and wreck repairs.
• Open & close all customer paid, warranty, and internal repair orders.
• Follow procedures for quick and efficient handling of warranty items, including and proper storage of these items.
• Become familiar and efficient with all phases of the computer system required for service and parts management
• Recalls (before the bikes are delivered)
• Petrol for new bikes
• Follow-up on customers who are due for service
• Follow-up base on the guideline on CRM
• Organize service workshops/events
• Follow-up with customers when their parts arrive
• Daily PCA (Parts, Clothing & Accessories) meetings.
• Manage the schedule (also on white board)
• Issue invoices to customers
• Handle warranty
• Up sale PCA
• Handle service Hotline

2. Customer Service

• Provide superior customer service to both internal and external customers
• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Promptly notify customers of any changes, delays, or additional work needed.
• Sell additional services by pointing out service specials or additional work needed.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Avoid making commitments which cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all interactions with customers and employees.
• Be prompt and available for flexible scheduling.
• Maintain up to date technical qualification by completing all training programs assigned by the Service Manager.

► Requirements:

• College diploma or equivalent (Business, Communications, Technical, …).
• Superior communication and customer service skills;
• Technical degree in related field or motorcycle mechanics training is a plus;
• Ability to get along with a broad customer base;
• Motorcycle license A2 or ability to get A2 license;
• General knowledge of motorcycles and the ability to learn and passion for motorcycle
• Competent in Microsoft Office
• Native Vietnamese speaker
• English conversation ability

►  Benefits:

• Working time: average 22 working days / month 
• Time: 08:00 AM – 17:00 PM
• Location: Yamaha Big bike – Floor 02 UOA Building , No 06 Tân Trào Street, Ward Tân Phú, District 7, HCM city.

►  Application:

 Candidates can apply directly or via email to one of the following address:    

• Via YMVN’s Website: https://yamaha-motor.com.vn/tuyen-dung-yamaha/co-hoi-viec-lam/(prefered)
• Via email: HCMNTRecruitment@yamaha-motor.com.vn
• Directly: Yamaha Motor Việt Nam Ho Chi Minh Branch, Floor 18 MB Sunny Tower 259 Tran Hung Dao Street, Ward Co giang, District 1, Ho Chi Minh City.

Application forms include: 

• [Compulsory] Application form (Download at: https://yamaha-motor.com.vn/tuyen-dung-yamaha/co-hoi-viec-lam/);
• Cover letter in English;
• Copy of ID card;
• Copy of Certifications;

►   Notice:

 – Time and location for test and interview will be announced via email or phone number

– Only qualified candidates will be contacted.

– Company will check original certifications before interviewing.