Service Advisor
Role Overview
Act as liaison between customers and service technicians in the service facility.
Determine vehicle problems with customers, provide technicians with accurate complaint descriptions, and keep customers informed during service.
Key Skills for This Role
Full Job Posting
Job purpose
Act as liaison between customers and service technicians in the service facility.
Determine vehicle problems with customers, provide technicians with accurate complaint descriptions, and keep customers informed during service.
Customer service and service process
- Greet customers, capture vehicle complaints, advise the service team, resolve inquiries, and refer unresolved issues for resolution.
- Contact customers after major repairs and pre-schedule maintenance visits to reduce walk-ins and waiting time.
- Record appointments, check service records, stamp service booklets, and complete customer defect or service checklists.
- Enter data to obtain estimates and explain costs, repair times, delivery dates, and payment policies.
- Process paperwork and customer signatures; communicate cost overruns and completion delays.
- Track promised delivery dates and keep customers informed of expected completion.
- Receive invoices and obtain payment when vehicles are delivered.
Warranty and service promotion
- Review warranty documents, explain when requested repairs are not covered, and coordinate warranty jobs with authorized dealers.
- Provide warranty documents to the Warranty function to support claims with the franchisor.
- Display service promotions, mail materials to targeted customers, and explain maintenance and accessory offers.
Qualifications and experience
- University degree in engineering or a related field.
- At least one year of experience in automotive maintenance.
- Excellent verbal and written communication skills, computer skills, and interpersonal skills.
- Fluency in English and Arabic.
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