Service Advisor Central Region📣 إعلان

About Abdul Latif Jameel and the Role

Abdul Latif Jameel is seeking a Service Advisor Central Region to join its team in Riyadh, Saudi Arabia. This full-time role requires 2-5 years of relevant experience. The Service Advisor is responsible for facilitating service operations within the center, ensuring optimal manpower and facility utilization to achieve targets in customer satisfaction, customer retention, and productivity. The role operates in strict adherence to the company’s vision, mission, values, and standard operating procedures.

Key Responsibilities

The Service Advisor plays a crucial role in managing the service center's daily operations and customer interactions. Key responsibilities include achieving operational targets, providing efficient service with a "Guest First" mindset, and ensuring compliance with company standards. Specific activities involve:

1. Conducting pre-acceptance inspections of vehicles, documenting damages, valuables, and accessories, and confirming findings with customers.
2. Contributing to the center's GDI achievement and enhancing customer retention through professional engagement.
3. Coordinating with the Chief Technician on job assignments, preliminary diagnostics, and final vehicle inspections to ensure satisfactory repairs.
4. Discussing repair details, estimated costs, and delivery times with customers, utilizing appropriate diagnostic procedures and communication channels.
5. Communicating repair progress to customers and obtaining approval for any additional required parts, while adhering to communication protocols and avoiding unnecessary replacements.
6. Supporting a "Guest Centric" and "Fix-It-Right" mindset within the service team to deliver high-quality after-sales activities and ensure customer satisfaction.
7. Following up on vehicle spare parts with the Parts Department to facilitate timely repairs and vehicle delivery.
8. Conducting post-service follow-ups for complaints and concerns, reporting issues to the Workshop Floor Manager for prompt resolution.
9. Adhering to stipulated service operation standards to build customer trust, improve confidence, and enhance retention.
10. Confirming service repair agreements with customers to ensure repairs meet their requests and build trust.
11. Monitoring the Job Controller's data entry, repair recording, and vehicle delivery status updates, utilizing Computerized Time Control Sheets for productivity analysis.
12. Ensuring the Chief Technician's compliance with quality control policies and procedures to maintain the company's integrity and brand image.

Operational Framework and Impact

The Service Advisor operates within a framework that includes monthly supervision over sales targets and limited authority regarding the allocation of discounts. This role has a direct impact on achieving sales targets and managing the customer satisfaction ratio. It requires advanced knowledge of principles and processes for providing customer and personal services, alongside basic knowledge of sales and promotion methods. The position also benefits from basic knowledge of production systems aimed at improving productivity. A key aspect of the role involves direct impact over ensuring parts are handled in accordance with targeted departmental levels, encompassing responsibilities for the conversion, receiving, binning, picking, and dispatching of parts within the warehouse.

Performance Measurement

Success in this role is critically linked to several key performance indicators, reflecting both operational efficiency and the quality of customer engagement. The Service Advisor plays a crucial role in upholding the company's commitment to high customer satisfaction through optimal care and service quality, and by consistently applying Abdul Latif Jameel's vision, mission, values, and standard operating procedures.

• Sales Target (net sales)
• Net Promoter Score (NPS)
• Adherence to Jameel Standard
• Compliance with company policies and procedures

Candidate Profile and Requirements

Candidates for the Service Advisor Central Region position should possess 2-5 years of experience in a relevant service-oriented role. The ideal candidate will demonstrate a strong commitment to the "Guest First" and "Fix-It-Right" mindsets, coupled with a proven ability to apply the Jameel Standard and uphold company policies related to safety, welfare, integrity, and branding image. A foundational understanding of customer service principles and operational efficiency is essential.