Service Advisor

Role Overview

Service Advisor at AL GHURAIR, located in the United Arab Emirates. This role acts as liaison between customers and the service department, communicating vehicle problems, repair timelines, and customer concerns while demonstrating exemplary customer service skills and a sales-minded attitude.

Role Purpose

To deliver outstanding customer experience by understanding vehicle service needs, coordinating repairs between customers and the service department, managing timelines and estimates, and ensuring all repairs meet customer expectations and delivery commitments.

Key Responsibilities

Customer Service & Communication

• Receive customers with a welcoming demeanor and identify the nature of problems, complaints, and service required for the vehicle.
• Arrange test drives of the vehicle to understand customer complaints and provide approximate repair costs in terms of labor and parts.
• Explain repair recommendations in layman's terms to customers.
• Communicate effectively with both technicians and customers as liaison between them.
• Advise customers of the necessity of repairs apart from the fault indicated by the customer.

Operations & Scheduling

• Maintain register for daily vehicle bookings and delivery times for follow-up purposes.
• Complete the T Card with all details of jobs to be carried out, including repair estimate and delivery date, considering spare parts availability in Stores and manpower in the Control Room.
• Coordinate with floor in charge and follow up regularly on delivery timelines.
• Ensure all repairs are carried out as per Job Card before committed delivery time.

Approvals & Administration

• Obtain approval of quotations and communicate approval to the control room to proceed with repairs.
• Arrange Local Purchase Orders and close Job Cards without delay.
• Intimate and obtain prior customer approval for any repairs not discussed earlier.
• Finalize estimations with discount where viable, advising the customer based on vehicle make and model.

People Management

• Brief mechanics on customer needs and manage repair schedules.

Qualifications & Experience

• Diploma or Degree in Automobile or Mechanical Engineering.
• 3 to 5 years of experience as a Mechanical Service Advisor in the Automobile Industry.