Service Advisor - Western region📣 Job Ad
about 2 hours ago
 | Contract Type | Full-time |
 | Workplace type | On-site |
 | Location | Makkah |
About the Service Advisor Role
Abdul Latif Jameel, a diversified business conglomerate with a 75-year legacy across the Middle East, North Africa, and Turkey (MENAT) region, is seeking a skilled Service Advisor for its operations in the Western region of Saudi Arabia. As the largest vehicle distribution network in Saudi Arabia, the company possesses extensive automotive expertise. This pivotal role contributes to achieving targets in customer satisfaction, retention, and productivity, aligning with the company's vision, mission, and values. The Service Advisor will ensure high customer satisfaction by providing optimal care and quality service work, adhering to company standards and impacting sales targets and customer satisfaction ratios.
Key Responsibilities
- Conduct pre-acceptance inspections, documenting vehicle condition and inventory, and confirming details with customers.
- Assist in achieving customer satisfaction and increasing retention through professional engagement.
- Ensure satisfactory repairs by coordinating with the Chief Technician on job assignments, preliminary diagnostics, and final inspections.
- Discuss repair details, estimated costs, and delivery times with customers using appropriate diagnostic procedures and communication channels.
- Communicate repair progress to customers, obtain approval for additional parts, and adhere to communication protocols to prevent unnecessary part replacements.
- Foster a "Guest Centric" and "Fix-It-Right" mindset within the service team to achieve high-quality after-sales activities through effective inter-departmental networking.
- Follow up on vehicle spare parts with the Parts Department in coordination with the Parts Supervisor to ensure timely repair completion and vehicle delivery.
- Conduct post-service follow-ups to address complaints and concerns, reporting them to the Workshop Floor Manager for resolution.
- Improve customer confidence and satisfaction by adhering to stipulated service operation standards to build trust and enhance customer retention.
- Confirm service repair agreements with customers to ensure repairs align with their requests, thereby achieving customer trust and confidence.
- Monitor the Job Controller in accurately entering data, recording repairs, and updating vehicle delivery status by reviewing Computerized Time Control Sheets for productivity analysis.
- Ensure the Chief Technician complies with quality control policies and procedures to maintain the company's integrity and branding image.
- Prepare business plans to define and achieve operational targets.
- Provide efficient service with a "Guest First" mindset and perform essential duties.
- Apply Jameel Standards specific to the Service Advisor role.
- Implement all instructions and policies related to safety, welfare, integrity, and the company's branding image.
Qualifications and Experience
- A minimum of a Bachelor's Degree or equivalent qualification.
- A minimum of 5 years of experience in the service area, specifically within the automotive sector.
- Service Advisor Level 2 certification is required.
Required Skills and Competencies
- Time Management: Effectively manage personal time and the time of others.
- Monitoring: Assess performance and implement improvements or corrective actions.
- Active Learning: Understand implications of new information for problem-solving and decision-making.
- Stress Tolerance: Accept criticism and handle high-stress situations calmly.
- Inter-Personal Skills: Strong people-handling abilities and capacity to analyze complex problems.
- Good Communication Skills: Proven ability to listen, question, communicate effectively, determine customer needs, and sell dealership parts and service capabilities based on features, advantages, and benefits.
- Achievement/Effort: Establish and maintain challenging personal achievement goals and exert effort towards mastering tasks.
- Computer Skills: Proficient in worksheets, word processing, presentation software, and database management.
- Good Judgement and Decision Making: Exhibit sound judgment and effective decision-making capabilities.
- Social Perceptiveness: Understand and interpret the reactions and behaviors of others.
- Problem Sensitivity: Ability to identify when something is wrong or likely to go wrong.
- Inductive Reasoning: Ability to combine pieces of information to form general rules or conclusions.
- Automotive and Technical Knowledge: Strong understanding of automotive principles, including pre-diagnostic questioning and troubleshooting.
Role Context and Location
This is a full-time position for a Service Advisor based in Jeddah, Makkah, Saudi Arabia. The role requires advanced knowledge of customer and personal service principles and processes, as well as basic knowledge of principles and methods for promoting and selling products or services. The job has a direct impact on sales target achievement and customer satisfaction ratios. The role requires basic knowledge in production systems designed to improve productivity and has a direct impact on ensuring parts are handled according to departmental targets. The job holder is responsible for the conversion, receiving, binning, picking, and dispatching of parts in the warehouse. The role involves monthly supervision over sales targets and limited authority over discount allocation. Fluency in both English and Arabic is required.
Requirements
- Requires 5-10 Years experience
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