Job Description

Duties include

• Own the customer experience from initial booking through to vehicle handover, ensuring consistent communication and transparency throughout the process.
• Support the front-of-house team, stepping in during absences or high-volume periods to maintain service continuity and customer satisfaction.
• Prioritise customer satisfaction, keeping CSI (Customer Satisfaction Index) scores at the forefront of every customer interaction.
• Engage directly with customers to accurately understand vehicle concerns, document symptoms, explain required actions, upsell services where appropriate, and provide progress updates.
• Conduct thorough diagnostic investigations using approved Volvo tools and systems to identify root causes of faults efficiently and accurately.
• Carry out service, maintenance, and repair activities to Volvo manufacturer standards and specifications, ensuring the highest levels of workmanship.
• Work safely and sustainably, adhering to health, safety, and environmental regulations while ensuring efficient use of time and resources.
• Build and share technical knowledge, including participating in ongoing training and mentoring junior technicians to uplift overall team capability.
• Comply with all service and repair processes, following Volvo's and the retailer's defined standards and documentation requirements.
• Identify and report outstanding safety recalls, software updates, modifications, or service campaigns to ensure customer vehicles are up to date.
• Support quality assurance and continuous improvement initiatives, reporting recurring faults or procedural gaps to drive operational excellence.
• Assist and collaborate with other aftersales team members, including Parts, Service Advisors, and Workshop Control, to ensure seamless service delivery.
• Maintain workshop cleanliness, tool organisation, and compliance with equipment maintenance and calibration protocols.
• Complete vehicle road tests before and after work, ensuring repairs are effective and the customers concern is fully resolved.

Requirements:

• Proof of Qualification as a Technician (Trade Test / Red Seal)
• Minimum of Grade 12 / Matric
• Unendorsed, valid Drivers Licence
• Proven experience as a Vehicle Technician (Volvo brand experience highly advantageous)
• Solid knowledge of vehicle electrical systems
• Proficient in Volvo VIDA diagnostic software and Launch CRM tools (or similar)
• Strong computer literacy and ability to work with modern diagnostic and repair systems
• Demonstrated technical competency and practical workshop proficiency
• Excellent analytical skills and a methodical approach to problem-solving
• High attention to detail and effective time management skills
• In-depth knowledge of fault-finding techniques and the use of diagnostic machines
• Professional communication skills with a strong customer-oriented mindset

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