Service Advisor

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Job Title:

Technical Service Advisor / Service Advisor

Abdul Latif Jameel comprises diversified businesses with deep roots in the Middle East, North Africa, and Turkey (MENAT region). Strong networks and long-established relationships make us a powerful partner, opening doors for those who want to do business in the region.

Our businesses represent some of the world’s leading brands, earning us their trust and building long-lasting and mutually beneficial relationships. Our commitment to anticipate and support our partners’ needs has driven our success.

From our modest beginnings 75 years ago as a small trading business and then a Toyota distributorship in Jeddah, Saudi Arabia, we have established an extensive operations infrastructure, built the largest vehicle distribution network in Saudi Arabia, and, along the way, we have accumulated comprehensive automotive expertise throughout the region.

Applying our vast experience in the automotive sector, we’ve used our expertise and operations infrastructure to diversify into new sectors that contribute to the ‘infrastructure of life’ in the MENAT region.

Degree of supervision: Monthly supervision over sales target

Level of Authority: Limited authority over allocation of discounts

• Facilitate the service operations in the Center in terms of manpower and facility to achieve the targets in areas of customer satisfaction, customer retention and productivity by adhering to the company’s vision, mission and values and applying the standard operating procedures

• Achieve operational targets by defining and preparing business plans to meet operation targets.
• Provide efficient service through Guest First mindset and performing essential obligations.
• Apply Jameel Standard that related to Service Advisor job.
• Implement all instructions and policies related to safety, welfare, integrity and branding image of the company.

• NPS
• Compliance

• Carrying-out pre-acceptance inspection (damage on body, valuables inside, accessories, etc.) and records results on check sheet and confirm with the customer through proper checking of the physical condition and inventory of the vehicle.
• Assist in the center’s achievement of GDI and increase customer retention through demonstrating professionalism during the customer engagement activities.
• Ensure that satisfactory repairs are done as per the customers’ demands with the coordination with the Chief Technical and in the job assignments, preliminary diagnostic procedures, and final inspection of the car.
• Discuss details with the customers the works to be done, the estimated cost of repair and the delivery time of the car through appropriate diagnoses of his vehicles using all channels of communication.
• Communicate with the customer on any progress of the repair of the vehicle and get his approval and confirmation on additional parts that may be required through proper communication protocol and avoids unnecessary replacement of spare parts.
• Ensures highly satisfied Guest by supporting a “Guest Centric” and “Fix-It-Right” mind-set to the service team to achieve high quality after sales activities through an effective networking with other departments in the Center in accordance with service standards.
• Follows-up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish the repairs and timely delivery of the car to the customer.
• Conduct post service follow-up for complaints, issues and concerns and report immediately to the Workshop Floor Manager for appropriate review and resolutions.
• Improve customer confidence and satisfaction by adhering to the stipulated service operation standard to build customer’s trust and improve customer retention.
• Ensures that repairs are done as per customer’s request through confirming with the customer of the service repair agreement in order to achieve customer’s trust and confidence.
• Monitors the Job Controller in entering correct data (operation number), recording the repairs…