Kalina Linsdell

- Lead Service team / Run payroll (107 staff)

- Lead staff meetings

- Interviews, onboarding, organising pre-employment medicals/police checks, new starter training plans & rosters

- Monitor service performance KPI's

- Monitor customer satisfaction reports and trends (NPS)

- Listen and action customer complaints or staff issues

- Complete audits – DERAP (Dealer Environmental Risk Awareness Program), TFL (Toyota for Life), Toyota Service Excellence, Lexus Dealer Standards, Mahindra Dealer Standards

- Monitor job quality through comeback reports or complaints

- Monitor rework, policy and department finials (profit, loss, expenses)

- Help develop targeted marketing offers

- Create/Review SOP's

- Carry out staff performance reviews (3m, 5m, 6m, 12m)

- Track and monitor TSHOP Tyres (Tyres4u, Bridgestone, Michelin, Goodyear, Toyo,Yokohama)

- Compress workshop board to fit more jobs in daily

- Monitor and review SAARS reporting (Efficiency, On time arrival, On time delivery, Daily CPUS, Open Ro's)

- Monitor TSA Toyota retention targets

- Mahindra Warranty Clerk

- Kinto champion, FIR champion, Tundra champion

- Submit and track insurance claims for the dealership

- Submit work cover claims

- Carry out health and safety inspections of the department

- Manage Dealer Principals vehicles (40 vehicles)

- Organise Rally vehicles to ensure they are race ready/ organise Pre/Post Rally checks

- Measure and recorded team activity daily in Microsoft Teams

- Check workshop board to ensure no errors or issues

- Provide feedback and training to the team and addressed specific errors with individual team members

- Manage resources

- Conduct daily follow-ups with the team, reviewing KPIs and assigned daily tasks

- Listen to phone calls for quality control

- Track upsells for commissions

- Train Ingham and Charters Towers Toyota staff

Service Advisor

- Confirm Repair order with the customer

- Complete FIR Diagnostic sheet

- Suggest up-sells on items such as wheel alignments or tyres

- Monitor the work progress and notify customers of any changes

- Invoice out ensuring to add technician notes & recommendations

- Follow up OOW submissions and Open CEs

Warranty Clerk

- Process warranty claims for Mike Carney Toyota, Ingham Toyota and Charters Towers Toyota

- Carry out internal audits and follow up on any corrective actions

- Liaise with Pioneer, Denso,WHD, Doran's

- Raise claims for transport and liaise with Hertz and Kinto

- Tag and store all warranty parts as requested by TMCA

Fleet Clerk

- Seek fleet approvals, raise orders & finale orders– via phone, email, online portals (1link, LeasePlan, Smartfleet, WEXPAY)

- Liaising with fleet companies (Smart Fleet, Lease Plan, SG Fleet, Fleet Partners,Fleet Card, Custom Fleet, Fleet Plus, NLC, Qfleet, Toyota Fleet Lease, Maxxia, Summit Fleet, Remserv, Orix, Interleasing, MotorPass)

- Seeking fleet approval for tyres, Raising BS Dans orders

- Utilising after pay and zip pay for customers

- Conducting Fleet labour rate reviews yearly

- Update SAP with Data Integrity

- Allocate and manage the bus driver schedule and wash list schedule

Quotes Clerk

- Creating customer estimates that includes parts, labour,misc

- Contact customers via phone call or podium to upsell

- Seek fleet authority for any extra items that are required

- Updating workshop daily upsells spreadsheet daily on Excel/Microsoft teams

Pre Delivery Coordinator

− Once admin orders are raised, book vehicle in accordingly with sublets and workshop

− Update PDC regularly

− Communicate with sales staff to ensure that they know the progress of all vehicles.

− Liaise with ARB, Rydweld, Motorone, Beehive

− Ensure the workshop is 100% productive

− Delivery 200 vehicles per month minimum

- Answer all incoming calls and make outbound calls

- Follow call scripts and booking matrix

- Action any emails or voicemails in the shared inbox daily

- Manage CRM/TSA retention list on a daily basis

- Follow up no-show customers to reschedule or cancel appointments

- Confirm all first job starts and special-order parts bookings for the next day's bookings

- Complete parts list daily, confirming parts arrival for the next day's booking and rescheduling as necessary based on new ETA of parts

- Sent out SMS service reminders for next day's bookings

- Create a wash list for the service vehicles and Lexus details

- Upsell additional services such as wheel alignments, tyres and injector cleaner

- Complete daily banking reconciliation for the service and parts department

- Complete weekly customer estimate list/ customer estimate follow ups

- Action all provisional (online) bookings.

- Contact customers to schedule outstanding recalls

Continuity

- Taking inbound calls and making follow up calls on fault cases

- Isolating the customers equipment

- Testing the line and detecting the fault

- Organising technician visit

- Assisting customers with transfer from Telstra Copper to NBN Fibre

Corporate Faults

- Assisting corporate customers in understanding the fault

- Sending out a field visit or fixing it over the phone

- Case managing corporate accounts

Digital Office Technology for NBN Faults

- Collecting data and adding into spreadsheets

- Scheduling appointments

- Bookkeeping, following up and handling bills

- Providing end to end technical support

- Sharing knowledge on devices, applications & services

- Logging into the customers modem and fixing the issue reported

- Sending out replacement items (Modems, phones etc)

- Providing interim fixes

- Selling products

- Dealing with current issues with products

- Troubleshooting

- Managing clients