Service Advisor

The Service Advisor is responsible for providing professional service to customers by accurately recording and organizing quality repair and maintenance services. The goal is to enhance customer retention and facilitate the long-term sale of new units.

Job Responsibilities:

1. Receiving Customers:

• Greet customers and understand their vehicle concerns.
• Advise on service and repair needs, conducting a visual inspection where possible.
• Use the manufacturer’s recommendations to suggest additional work.
• Agree on the scope of work, and obtain customer approval for cost and time.
• Use available menu pricing for routine jobs and validate customer details in Kerridge.
• Offer alternate transportation options as appropriate.

2. Preparing Repair Orders and Assigning Jobs:

• Write detailed instructions for technicians using RTS for routine jobs and a clear description of symptoms for other customer-reported concerns.
• Assign jobs to technicians through the Kerridge workshop loading module.
• Monitor the progress of the work with team leaders.

3. Customer Contact:

• Maintain regular contact with customers to update them on the progress of their vehicle.
• Ensure at least one phone contact per day is made with each customer using Kerridge CRM to update their contact records.

4. Information, Delivery, & Follow-Up:

• Inform the customer when their vehicle is ready.
• Provide job details and costs over the phone, and upon delivery, explain what was done and any unresolved issues (if applicable).
• Ask the customer if they are satisfied with the service.
• Escalate any dissatisfaction to the Manager immediately.
• Within 72 hours of delivery, call the customer to confirm satisfaction and log the call in Kerridge CRM.

5. Customer Relations:

• Build and maintain a strong and profitable relationship with existing and prospective customers by proactively communicating about their vehicle’s performance and any service needs. This helps to consolidate and grow the customer base.

6. Come-Back Jobs:

• Immediately escalate all come-back jobs to the Service Supervisor/Manager.
• Ensure that a specific stamp is applied to the repair order, and raise a flag in Kerridge for any come-back job.
• No come-back job should be delivered unless the repair order is signed by the Service Manager.

Candidate Requirements:

• University graduate or a diploma in automobile engineering.
• At least 5 years of relevant experience in the automotive service industry.
• Good interpersonal and communication skills in English; Arabic is an advantage.
• Proficiency in Microsoft Office applications.