Service Advisor📣 Job Ad

About Abdul Latif Jameel and the Service Advisor Role

Abdul Latif Jameel is a diversified business with a 75-year history, particularly prominent in the automotive sector across the Middle East, North Africa, and Turkey (MENAT region). The company has established an extensive operational infrastructure and vehicle distribution network in Saudi Arabia, and has since diversified into new sectors. We are seeking a Service Advisor to join our team in Jubail, Eastern, Saudi Arabia. This is a full-time position requiring 2-5 years of relevant experience.

Role Purpose and Strategic Focus

The Service Advisor facilitates service operations within the center, optimizing manpower and facilities to achieve targets in customer satisfaction, customer retention, and productivity. This role is crucial in upholding the company’s vision, mission, values, and standard operating procedures, ensuring high-quality service work and optimal customer care.

Key Responsibilities

• Achieve operational targets by defining and preparing business plans.
• Provide efficient service with a "Guest First" mindset, adhering to essential obligations and the Jameel Standard for Service Advisors.
• Conduct pre-acceptance inspections of vehicles, recording damages, valuables, and accessories, and confirming findings with the customer.
• Assist in achieving GDI (Guest Delight Index) and increasing customer retention through professional engagement.
• Coordinate with the Chief Technician on job assignments, preliminary diagnostics, and final inspections to ensure satisfactory repairs meet customer demands.
• Discuss repair details, estimated costs, and delivery times with customers, utilizing appropriate diagnostic methods and communication channels.
• Communicate vehicle repair progress to customers, obtaining approval for additional parts while avoiding unnecessary replacements.
• Support a "Guest Centric" and "Fix-It-Right" mindset within the service team to ensure high-quality after-sales activities through effective inter-departmental networking.
• Follow up on vehicle spare parts with the Parts Department to ensure timely repairs and vehicle delivery.
• Conduct post-service follow-ups for complaints and issues, reporting immediately to the Workshop Floor Manager for resolution.
• Ensure repairs align with customer requests by confirming service repair agreements to build trust and confidence.
• Monitor the Job Controller for accurate data entry, repair recording, and vehicle delivery status updates for productivity analysis.
• Ensure the Chief Technician complies with quality control policies and procedures to maintain company integrity and branding.
• Implement all instructions and policies related to safety, welfare, integrity, and the company's branding image.

Qualifications and Requirements

• 2-5 years of experience in a relevant field.
• Special Certification: Service Advisor Level 2.
• 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.

Operational Context and Impact

This role has a direct impact on sales target achievement and managing the customer satisfaction ratio. Monthly supervision is provided over sales targets, and limited authority is granted over the allocation of discounts. The Service Advisor also directly influences the handling of parts in accordance with departmental targets and is responsible for the conversion, receiving, binning, picking, and dispatching of parts within the warehouse.

Application Information

We invite qualified candidates to apply for this full-time Service Advisor position in Jubail, Saudi Arabia.