Technician - Khobar

Objectives

• Accurately and skilfully undertake the repair and servicing of all cars
• Support the Workshop Controller in the running of the Luxury Car facility
• Detect and diagnose faults and establish work required
• Deal with all customers directly in a customer-facing role and fulfil all tasks to the customer’s complete satisfaction
• Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines

Measures

• Departmental complaints log and customer satisfaction data (CEM)
• Repeat service visits / ‘fixed right first time’ log
• VQM / Retailer audit against standards and guidelines
• Vehicle turn around data

Objective: Accurately and skilfully undertake the repair and servicing of all cars

• Perform service and advanced diagnostic repair work as directed and in accordance with established and documented procedures, as well as conducting routine service work on all cars.
• Analyse work orders carefully to understand a vehicle’s condition, the accuracy of the diagnosis and what work has been agreed to
• Maintain the highest standards of workmanship in line with the latest technical guidance and evolving technical practice
• Document completed work orders, ensuring hours and materials used are accurately and appropriately recorded and all warranty material is kept and returned to the Warranty Clerk
• Minimise wastage of all materials, oils and fluids

Objective: Support the Workshop Controller in the running of the Luxury Car facility

• Assist the Workshop Controller in scheduling and prioritising work, advising on Luxury Car work requirements that affect service prioritisation and supervising the completion of jobs to ensure that the highest standards of workmanship are achieved
• Assume a leading position within the Workshop and advise the Luxury Car Team on work priorities
• Act as guide and mentor to junior level technicians, providing them with technical advice on non-Luxury Car work where required and assist the Workshop Controller with the induction of new staff
• Be proactive in suggesting better ways of working, as appropriate
• Undertake all other tasks and responsibilities as requested by the Workshop Controller

Objective: Detect and diagnose faults and establish work required

• Test vehicles and provide diagnostic reports to the Workshop
• Controller and service reception
• Observe, recognise and report on vehicle and component serviceability
• Conduct pre-service booking discussions with customers to resolve any issues, using customer-facing skills to understand and interpret faults leading to an accurate diagnosis
• Communicate with customer-facing Luxury Car staff and customers over fault diagnosis in a clear, unambiguous way
• Communicate with all other areas of business affected by potential work requirement eg Parts, Bodyshop, etc.

Objective: Deal with all customers directly in a customer-facing role and fulfil all tasks to the customer’s complete satisfaction

• Meet customers at new vehicle handover, setting up the vehicle and demonstrating technical features to customers as required
• Receive customers courteously, in line with the Volkswagen quality programme
• For post-service booking communicate clearly and unambiguously when explaining a fault diagnosis or work required
• Safeguard and protect the customer’s vehicle and its contents while being repaired or serviced, ensuring adequate seat protection is used in every vehicle during service and repair

Objective: Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines

• Ensure vehicles comply with Volkswagen and industry safety standards when returned to customer and any faults have been reported and noted on the job card
• Ensure all health and safety, environmental and recycling policies, plus all internal policies and procedures are adhered to, focusing on customer needs and building upon the professional reputation of the retail facility
• Check the condition and ensure the correct maintenance of tools, equipment and other materials in accordance with company policy
• Follow safe working practices and be proactive in suggesting possible improvements

Key Competencies

Customer Focus

• Approach every situation with a desire to understand and deliver
• Listen effectively and communicate clearly
• Use every contact with the customer to build a relationship
• Take responsibility for ensuring nothing is left to chance

Operational Focus

• Contribute to good housekeeping
• Contribute to the maintenance of health and safety
• Care for the customer’s vehicle
• Complete paperwork thoroughly
• Make initial inspection of the vehicle
• Diagnose vehicle faults
• Make quality check at end of work
• Use technology effectively
• Monitor own performance
• Create and maintain positive working relationships
• Contribute to improved service processes

Business Focus

• Work with other areas of the business to improve Retailer profit and customer care
• Appreciate the impact of wider business issues on the
• Retailer and customer
• Represent the Volkswagen brand