Engineer - KAU

Role Overview

Engineer - KAU at Abdul Latif Jameel, based in the MENAT region (Middle East, North Africa, and Turkey).

Company Overview

Abdul Latif Jameel comprises diversified businesses with deep roots in the MENAT region. The company represents some of the world's leading brands and has built the largest vehicle distribution network in Saudi Arabia. Beginning 75 years ago as a small trading business and Toyota distributorship in Jeddah, Saudi Arabia, Abdul Latif Jameel has established an extensive operations infrastructure and accumulated comprehensive automotive expertise throughout the region. The company has diversified into new sectors that contribute to the infrastructure of life in the MENAT region.

Role Purpose

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

Key Responsibilities

Customer Engagement & Communication

• Discuss details with customers regarding works to be done, estimated cost of repair, and delivery time through appropriate vehicle diagnoses using all communication channels.
• Communicate with customers on repair progress and obtain approval and confirmation on additional parts required through proper communication protocol.
• Ensure highly satisfied guests by supporting a "Guest Centric" and "Fix-It-Right" mindset to the service team to achieve high quality after-sales activities.
• Conduct post-service follow-up for complaints, issues, and concerns and report immediately to the Workshop Floor Manager for appropriate review and resolution.
• Improve customer confidence and satisfaction by adhering to stipulated service operation standards to build customer trust and improve customer retention.

Service Delivery & Quality Assurance

• Carry out pre-acceptance inspection (damage on body, valuables inside, accessories, etc.) and record results on check sheet, confirming with the customer through proper checking of physical condition and vehicle inventory.
• Ensure that satisfactory repairs are done as per customer demands with coordination with the Chief Technician in job assignments, preliminary diagnostic procedures, and final inspection of the car.
• Ensure that repairs are done as per customer request through confirming with the customer of the service repair agreement to achieve customer trust and confidence.
• Ensure that the Chief Technician is complying with quality control policy and procedures to maintain company integrity and branding image.

Operations & Coordination

• Achieve operational targets by defining and preparing business plans to meet operation targets.
• Assist in the center's achievement of GDI and increase customer retention through demonstrating professionalism during customer engagement activities.
• Follow up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish repairs and timely delivery of the car to the customer.
• Monitor the Job Controller in entering correct data (operation number), recording repairs carried out, and updating status of vehicle delivery through review of Computerized Time Control Sheets for use in productivity (man-hour) analyses.

Compliance & Standards

• Provide efficient service through Guest First mindset and performing essential obligations.
• Apply Jameel Standard related to Service Advisor job.
• Implement all instructions and policies related to safety, welfare, integrity, and branding image of the company.

Qualifications & Experience

• Bachelor's Degree or equivalent.
• Minimum 5 years' experience in Service area.
• Service Advisor Level 2 certification.

Skills & Competencies

• Time Management: Managing one's own time and the time of others.
• Monitoring: Monitoring and assessing performance of self, other individuals, or organizations to make improvements or take corrective action.
• Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
• Stress Tolerance: Accepting criticism and dealing calmly and effectively with high stress situations.
• Inter-Personal Skills: Possess high level of people handling with ability to analyze and identify the complex nature of problems.
• Good Communication Skills: Proven ability to listen, question, communicate, and determine customers' needs and to sell the dealership's parts and service capabilities based on features, advantages, and benefits.
• Achievement/Effort: Establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Computer Skills: Knowledge of worksheets, word processing, presentation, and database management.
• Good Judgement Skills and Decision Making, Social Perceptiveness.
• Problem Sensitivity: Ability to tell when something is wrong or is likely to go wrong.
• Inductive Reasoning: Ability to combine pieces of information to form general rules or conclusions.
• Automotive and Technical Knowledge: Pre-diagnostic questioning, troubleshooting, and related technical competencies.
• English and Arabic language proficiency.
• Adaptability (Individual Contributor).
• Collaboration (Individual Contributor).
• Development of Self & Others (Individual Contributor).
• Guest First (Individual Contributor).
• Innovation (Individual Contributor).
• Problem Solving (Individual Contributor).

Additional Information

Monthly supervision occurs over sales target. Limited authority exists over allocation of discounts.

Performance is measured against Sales Target (net sales), NPS, Jameel Standard, and Compliance.

The role requires advanced knowledge of principles and processes for providing customer and personal services, and basic knowledge of principles and methods in promoting and selling products or services. The job holder has direct impact on sales target achievement and managing customer satisfaction ratio. The job holder is responsible for ensuring parts are handled in accordance with targeted levels by the department, including conversion, receiving, binning, picking, and dispatching of parts in the warehouse. The job holder requires basic knowledge in the production system designed to improve productivity.

Abdul Latif Jameel offers exciting opportunities worldwide with a truly international footprint and more than three quarters of a century of commercial success. The company operates across the MENAT region and beyond, from Chile to Japan, from the UK to Australia. Company values—Respect, Innovation, a Pioneering Spirit, and Empowerment—guide the way the organization works with business partners, within communities, and with each other.