Technical Service Advisor

Role Overview

Technical Service Advisor at Abdul Latif Jameel, based in the MENAT region.

Company Overview

Abdul Latif Jameel comprises diversified businesses with deep roots in the Middle East, North Africa, and Turkey (MENAT region). The company began 75 years ago as a small trading business and Toyota distributorship in Jeddah, Saudi Arabia, and has since established an extensive operations infrastructure, built the largest vehicle distribution network in Saudi Arabia, and accumulated comprehensive automotive expertise throughout the region. The company represents some of the world's leading brands and 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 the company's vision, mission, and values and applying standard operating procedures.

Key Responsibilities

Customer Engagement & Communication

• Conduct pre-acceptance inspection of vehicles, documenting damage to body, valuables, accessories, and physical condition on check sheets and confirming results with the customer.
• Discuss repair details with customers, including estimated costs and delivery timelines through appropriate vehicle diagnosis using all communication channels.
• Communicate with customers on repair progress and obtain approval and confirmation for additional parts required through proper communication protocol.
• Avoid unnecessary replacement of spare parts.
• Ensure highly satisfied customers by supporting a "Guest Centric" and "Fix-It-Right" mindset 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

• Ensure satisfactory repairs are completed as per customer demands with coordination with the Chief Technician on job assignments, preliminary diagnostic procedures, and final inspection of vehicles.
• Confirm with customers the service repair agreement to achieve customer trust and confidence.
• Ensure repairs are done according to customer requests.
• Ensure the Chief Technician complies with quality control policy and procedures to maintain company integrity and branding image.

Coordination & Operations

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

Qualifications & Experience

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

Skills & Competencies

• Time Management: Managing one's own time and the time of others.
• Monitoring: 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.
• Interpersonal Skills: High level of people handling with ability to analyze and identify the complex nature of problems.
• Communication Skills: Listening and questioning; proven ability to communicate and determine customers' needs and 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 in worksheets, word processing, presentation, and database management.
• Judgment Skills and Decision Making: Social perceptiveness and good judgment.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong.
• Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions.
• Automotive and Technical Knowledge: Pre-diagnostic questioning, troubleshooting.
• English and Arabic language proficiency.
• Adaptability.
• Collaboration.
• Development of Self and Others.
• Guest First mindset.
• Innovation.
• Problem Solving.

Additional Information

The role has monthly supervision over sales targets and limited authority over allocation of discounts. The job has direct impact on sales target achievement, customer satisfaction ratio management, and ensuring parts are handled in accordance with the targeted level by the department. The job holder is responsible for conversion, receiving, binning, picking, and dispatching of parts in the warehouse.