Technical Service Advisor📣 Job Ad

About the Technical Service Advisor Role

Abdul Latif Jameel Company Limited is seeking a Technical Service Advisor to join their team in Riyadh. This full-time position requires 5-10 years of experience in the service area and a minimum of a Bachelor's Degree or equivalent. The role is crucial in facilitating service operations to achieve targets in customer satisfaction, retention, and productivity.

Role Purpose and Context

The primary purpose of this role is to manage service operations within the center, focusing on manpower and facility utilization to meet key performance indicators. This involves adhering to the company's vision, mission, and values, and implementing standard operating procedures to ensure high levels of customer satisfaction and operational efficiency.

Key Responsibilities

• Conduct pre-acceptance inspections, documenting vehicle condition and inventory with the customer.
• Enhance customer retention and satisfaction through professional customer engagement.
• Coordinate with the Chief Technician to ensure satisfactory repairs are completed as per customer requests, including preliminary diagnostics and final inspections.
• Communicate with customers regarding proposed works, estimated costs, and repair timelines, utilizing appropriate diagnostic information.
• Provide customers with repair progress updates and obtain approval for any additional parts required, ensuring efficient spare part utilization.
• Foster a "Guest Centric" and "Fix-It-Right" approach within the service team to achieve high-quality after-sales service.
• Liaise with the Parts Department to ensure timely availability of spare parts for vehicle repairs.
• Conduct post-service follow-ups to address any customer complaints or concerns, reporting them for resolution.
• Monitor the Job Controller to ensure accurate data entry and update vehicle delivery status for productivity analysis.
• Ensure the Chief Technician adheres to quality control policies and procedures.

Qualifications and Experience

• Minimum Bachelor's Degree or Equivalent.
• Minimum of 5 years of experience in the service area.
• Experience within the automotive sector is beneficial.

Required Skills and Competencies

• Time Management: Ability to manage personal and others' time effectively.
• Monitoring: Capacity to assess performance and implement improvements.
• Active Learning: Aptitude for understanding and applying new information.
• Stress Tolerance: Ability to handle high-stress situations calmly and effectively.
• Inter-Personal Skills: Strong ability to manage relationships and analyze complex problems.
• Communication Skills: Proficient in listening, questioning, and conveying information to understand customer needs and sell services.
• Achievement/Effort: Drive to set and achieve challenging goals.
• Computer Skills: Proficiency in worksheets, word processing, presentation, and database management.
• Judgment and Decision Making: Sound ability to make informed decisions.
• Social Perceptiveness: Awareness of others' reactions and perspectives.
• Problem Sensitivity: Ability to identify potential issues.
• Inductive Reasoning: Skill in forming general conclusions from specific information.
• Automotive and Technical Knowledge: Understanding of pre-diagnostic questioning and troubleshooting.

Work Location and Type

This is a full-time position based in Riyadh, Saudi Arabia.