About the role

High-level Job Purpose Statement Acts as liaison between the customer and service technicians working in the service facility. Works with customers to determine problems with a vehicle and provide technicians with accurate problem descriptions. Keeps the customer appropriately informed through the service process. Customer Service - Greet customers courteously; accurately capture customer vehicle complaint and advise service team - Attend to inquiries and complaints from customers and resolves problems to ensure all needs are met - Refer unresolved complaints or queries to the Supervisor reception or appropriate designate for resolution - Call customers who have had major repairs done in the last month to inquire about vehicle performance - Call customers to pre-schedule maintenance visits in order to reduce excessive walk-in traffic, waiting time, and to maximize utilization of off-peak business time Service Process - Record customer appointments, check service records and stamp service booklets - Complete customer check list detailing all information provided by the customer in terms of defect or service required - Enter data on system to obtain an estimate of the work to be performed and advise customer of the job cost estimates - Complete and process all paperwork, obtain customer signature, estimate repair time and delivery date to the customer, and explain any payment policies - Communicate with the customer any cost overruns (before they are incurred) or completion delays - Maintain daily/weekly record of promised delivery dates ensuring that customers are kept informed of the expected completion date - Receive invoices and obtain payment at the time of vehicle delivery to the customer Warranty Claims - Review warranty documentation where the customer requests work to be performed under the manufacturer’s warranty - Advise and provide explanations to customers where repairs cannot be covered by warranty - Coordinate and follow up on warranty jobs sent to authorized dealers to ensure timely completion of requested work - Provide all warranty documentation to Warranty function to support any claims with the franchisor Service Promotion - Ensure that all marketing material is properly exhibited in the reception areas - Mail service promotion material to targeted customers - Explain to customers special plans and promotions related to maintenance and accessories

Requirements

Minimum Requirements for the Role

Qualifications: University Degree in Engineering or related field

Experience: Minimum 1 year of experience in automotive maintenance

Knowledge, Skills and Abilities: Excellent verbal and written communication skills, Excellent computer skills, Fluent in English and Arabic, and Excellent interpersonal skills

Responsibilities

Greet customers courteously; accurately capture customer vehicle complaint and advise service team. Attend to inquiries and complaints from customers and resolves problems to ensure all needs are met. Refer unresolved complaints or queries to the Supervisor reception or appropriate designate for resolution. Call customers who have had major repairs done in the last month to inquire about vehicle performance. Call customers to pre-schedule maintenance visits in order to reduce excessive walk-in traffic, waiting time, and to maximize utilization of off-peak business time.

Record customer appointments, check service records and stamp service booklets. Complete customer check list detailing all information provided by the customer in terms of defect or service required. Enter data on system to obtain an estimate of the work to be performed and advise customer of the job cost estimates. Complete and process all paperwork, obtain customer signature, estimate repair time and delivery date to the customer, and explain any payment policies. Communicate with the customer any cost overruns (before they are incurred) or completion delays. Maintain daily/weekly record of promised delivery dates ensuring that customers are kept informed of the expected completion date. Receive invoices and obtain payment at the time of vehicle delivery to the customer.

Review warranty documentation where the customer requests work to be performed under the manufacturer’s warranty. Advise and provide explanations to customers where repairs cannot be covered by warranty. Coordinate and follow up on warranty jobs sent to authorized dealers to ensure timely completion of requested work. Provide all warranty documentation to Warranty function to support any claims with the franchisor.

Ensure that all marketing material is properly exhibited in the reception areas. Mail service promotion material to targeted customers. Explain to customers special plans and promotions related to maintenance and accessories.

Service Advisor

About the role

Requirements

Responsibilities

Skills

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