Service Advisor

About Abdul Latif Jameel

Abdul Latif Jameel is a diversified business with established operations across the Middle East, North Africa, and Turkey (MENAT region). With a history spanning 75 years, the company began as a trading business and Toyota distributorship in Jeddah, Saudi Arabia. It has since developed an extensive operational infrastructure, including the largest vehicle distribution network in Saudi Arabia, and has diversified into new sectors that support the 'infrastructure of life' in the MENAT region.

Role Overview

Abdul Latif Jameel is seeking a Service Advisor to join their team in Al Khobar, Eastern Region. This full-time role is central to facilitating service operations within the center, ensuring targets are met in customer satisfaction, customer retention, and productivity. The Service Advisor will operate in adherence to company vision, mission, values, and standard operating procedures. The position requires 5-10 years of relevant experience.

Key Responsibilities

1. Conduct pre-acceptance inspections, recording vehicle condition and inventory, and confirming details with the customer.
2. Contribute to the center’s achievement of GDI and customer retention through professional customer engagement.
3. Ensure satisfactory repairs are completed as per customer demands, coordinating with the Chief Technician on job assignments, diagnostics, and final inspections.
4. Discuss repair details, estimated costs, and delivery times with customers, utilizing appropriate vehicle diagnoses and communication channels.
5. Communicate vehicle repair progress to customers, obtaining approval for additional parts while adhering to proper communication protocols and avoiding unnecessary replacements.
6. Support a "Guest Centric" and "Fix-It-Right" mindset within the service team to achieve high-quality after-sales activities, networking effectively with other departments.
7. Follow up on spare parts with the Parts Department to ensure timely repairs and vehicle delivery.
8. Conduct post-service follow-ups for complaints and issues, reporting immediately to the Workshop Floor Manager for review and resolution.
9. Improve customer confidence and satisfaction by adhering to stipulated service operation standards.
10. Confirm service repair agreements with customers to ensure repairs meet their requests and build trust.
11. Monitor the Job Controller’s data entry, repair recording, and vehicle delivery status updates for productivity analyses.
12. Ensure the Chief Technician complies with quality control policies and procedures to maintain company integrity and brand image.

Required Qualifications and Skills

• 5-10 years of experience in a relevant field.
• Advanced knowledge of principles and processes for providing customer and personal services.
• Basic knowledge of principles and methods in promoting and selling products or services.
• Basic knowledge of production systems designed to improve productivity.
• Ability to apply Jameel Standards related to the Service Advisor role.
• Commitment to implementing safety, welfare, integrity, and branding image policies.

Impact and Authority

This role directly impacts sales target achievement and the management of the customer satisfaction ratio. The Service Advisor is responsible for ensuring parts are handled according to departmental targets, including conversion, receiving, binning, picking, and dispatching within the warehouse. The position plays a crucial role in ensuring high customer satisfaction by providing optimal care and high-quality service work, and in applying the company’s vision, mission, values, and standard operating procedures.

Working at Abdul Latif Jameel

Abdul Latif Jameel offers opportunities within an international footprint, guided by values of Respect, Innovation, a Pioneering Spirit, and Empowerment. The company fosters a culture where ideas and people can thrive.