Service Advisor

Job Purpose

The job holder is responsible for receiving and delivery of customer vehicles to ensure service is provided in line with dealer policies and procedures. The role involves coordination and follow-up with the Workshop, Parts and delivery team and achieving set labour and spare parts targets as required. The job holder acts a liaison between the customer and the concerned departments.

Job Responsibilities

Profitability
Promote Service Contracts/other service products (up selling) to achieve financial/non-financial targets (labour sales/RO Nos/Service campaign targets)
Process

• Receive, inspect and deliver as per customer requirements to avoid any disagreements at the time of vehicle delivery.
• Ensure timely closure of Job Cards to reflect the accurate sales figure.
• Adhere to standard operating procedures to avoid any internal / external customer dissatisfaction.
• Update customer records for correct invoicing and for service requirements.
• Ensure that the jobs / service details are explained to the customer to justify the costs incurred.
• Develop and maintain long term relationship to enhance customer retention.
• Ensure resolution of repeat customer complaints on priority to maintain optimum customer satisfaction.
• Verify service jobs are carried out as per customer requirements to ensure customer satisfaction.
• Handle accident repairs as per set procedures and obtain prior approvals as required.

Notify Customer in case of :

• Delay /parts non availability.
• Warranty Coverage.
• Delay in vehicle delivery.
• Ensure telephone follow-up within 3 days to enhance and build customer relationship.
• Keeps himself abreast with market information in order to provide the necessary information to customers and aid them in their decision.
• Handle the reception in the absence of front office to ensure that the reception is manned at all times.

Job Requirements

Qualifications
• High School Certificate/ Diploma (12 years of schooling education)
• Automotive Technology Diploma as applicable to the BU

Experience
Minimum 5 years hands-on experience in workshop repair and operations in a reputed automotive dealership, out of which 1-2 years must involve customer interface

Knowledge & Skills

• Knowledge of Product, 5W2H probing skills, Smart selling, Telephone handling  skills & Customer handling skills
• Knowledge of automotive software DMS
• Sound technical knowledge in vehicle diagnosis and repair
• Knowledge of technical software
• Valid UAE drivers’ licence
• Ability to think analytically
• Written and verbal communication in English (other regionally spoken languages including Arabic would be an added advantage)
• Proficient in MS Word and Excel.