Service Advisor📣 Job Ad

About the Service Advisor Role

Petromin Corporation is seeking a full-time Service Advisor to join their team in Al Jubail, Eastern Region. This role is responsible for assisting customers with their vehicle service needs, ensuring a high level of customer satisfaction and understanding of dealership maintenance processes.

Key Responsibilities

• Greet customers in a friendly and professional manner upon arrival at the service center.
• Listen to customer concerns and vehicle service requirements, providing accurate and timely assistance.
• Schedule service appointments considering customer preferences, technician availability, and workshop capacity.
• Conduct vehicle inspections and diagnostic assessments to identify maintenance and repair needs.
• Present service recommendations to customers based on vehicle condition, mileage, and manufacturer guidelines.
• Communicate service recommendations and repair updates clearly to customers, using layman's terms as needed.
• Provide written estimates for service work and obtain customer approval before commencing repairs.
• Maintain open communication with customers throughout the service process, providing status updates and informing them of any additional recommended services.
• Collaborate with the parts department to ensure necessary parts are available and manage backorders effectively.
• Consult with customers to explain recommended services, including cost estimates and timeframes, and address any questions or concerns.
• Assist customers in scheduling service appointments and arranging for alternative transportation if required.
• Follow up with customers after service completion to ensure satisfaction and address any remaining concerns.
• Answer questions about service outcomes, schedule appointments, and manage vehicle drop-off and pick-up.
• Provide customers with information and advice on warranty protections, potential cost savings, and the advantages of trading in versus repairing their vehicle.
• Ensure excellent customer service by addressing inquiries, resolving complaints, and maintaining a high level of customer satisfaction.
• Monitor customer feedback and satisfaction metrics related to after-sales technical support services.
• Manage customer interactions via telephone and email, ensuring expectations are met.

Documentation and Reporting

The Service Advisor is responsible for meticulously documenting customer concerns, vehicle information, and repair requests to form the basis of work orders. This includes detailing authorized repairs, estimated costs, and expected completion timeframes. All communication with the customer, including initial discussions, repair progress updates, explanations of costs or delays, and final vehicle handover, must be documented to ensure transparency. The role also involves generating service reports summarizing completed repairs, parts usage, labor hours, and overall workshop activity to provide insights into performance and identify areas for improvement.

Qualifications and Experience

• Diploma in Mechanical or Automotive Engineering.
• Certification or Training in CRM or Workshop Management; Stellantis Specific Certifications are a plus.
• A minimum of 3 years of experience as a Service Advisor in the automotive industry.
• Fluency in both English and Arabic languages.

Work Environment

This is a full-time position based in Al Jubail, Eastern Region. The Service Advisor will work within a dealership service center environment.