Service Advisor

Role Overview

Service Advisor at Alghanim Industries. The Service Advisor provides professional service to customers by accurately recording and organizing quality repair and maintenance services to enhance customer retention and facilitate the sales of new units in the long term.

Role Purpose

Deliver exceptional customer service by receiving vehicle concerns, preparing accurate repair orders, maintaining communication throughout the service process, and ensuring customer satisfaction while supporting the long-term growth of the service department and unit sales.

Key Responsibilities

Customer Reception & Assessment

• Receive and greet customers and understand their vehicle concerns.
• Advise on service and repair needs based on visual inspection.
• Use manufacturer's recommendations to advise additional work.
• Agree work scope and obtain cost and time agreement.
• Use available menu pricing for routine jobs.
• Validate customer details and update Kerridge.
• Offer alternate transport as appropriate.

Repair Order Preparation & Job Assignment

• Write instructions for technicians using RTS for routine jobs.
• Provide exact description of symptoms for other concerns described by customers.
• Assign jobs to technicians using Kerridge workshop loading module.
• Follow up work progress with respective team leaders.

Customer Communication

• Keep regular contact with customers to keep them abreast of progress on their vehicles.
• Make at least one phone contact per day with every customer.
• Use Kerridge CRM to make contact and update contact records.

Delivery, Follow-Up & Satisfaction

• Inform the customer when vehicle is ready.
• Communicate job details and costs by phone as much as possible.
• Deliver the vehicle on customer arrival with full details of completed jobs.
• Inform customers of any complaints that have not been attended and explain why.
• Ask customers if they are satisfied with the jobs done.
• Immediately escalate to Manager if any customer is not satisfied.
• Call customer within 72 hours of delivery to ensure satisfaction.
• Log the call in Kerridge CRM.

Customer Relations & Retention

• Establish healthy and profitable relationships by proactively communicating with existing and prospective customers.
• Follow up on performance of customer vehicles and advise of service attention needs.
• Consolidate and enhance the customer base.

Come Back Job Management

• Immediately escalate all come back jobs to Service Supervisor or Service Manager.
• Apply specific stamp on the repair order and flag raised using Kerridge.
• Ensure no come back job is delivered unless the repair order is signed by Service Manager.

Qualifications & Experience

• University degree or diploma in automobile engineering.
• 5 years relevant working experience in the automotive service industry.

Skills & Competencies

• Good interpersonal and communication skills in English.
• Arabic language is an advantage.
• Knowledge of Microsoft Office applications.
• Proficiency with Kerridge (CRM and workshop loading module).
• Proficiency with RTS system.