Service Advisor - Jeddah

Summary:

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

Responsibilities:

• Carrying-out pre-acceptance inspection (damage on body, valuables inside, accessories, etc.) and records results on check sheet and confirm with the customer through proper checking of the physical condition and inventory of the vehicle.
• Assist in the center’s achievement of CSI and increase customer retention through demonstrating professionalism during the customer engagement activities. 
• Ensure that satisfactory repairs are done as per the customers’ demands with the coordination with the Chief Technician in the job assignments, preliminary diagnostic procedures and final inspection of the car.
• Discusses details with the customers the works to be done, the estimated cost of repair and the delivery time of the car through appropriate diagnoses of his vehicles using all channels of communication.
• Communicate with the customer on any progress of the repair of the vehicle and get his approval and confirmation on additional parts that may be required through proper communication protocol and avoids unnecessary replacement of spare parts.
• Ensures highly satisfied Guest by supporting a “Guest Centric” and “Fix-It-Right” mindset to the service team to achieve high quality after sales activities through an effective networking with other departments in the Center in accordance to service standards.
• Follows-up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish the repairs and timely delivery of the car to the customer.
• Conduct post service follow-up for complaints, issues and concerns and report immediately to the Workshop Floor Manager for appropriate review and resolutions.
• Improve customer confidence and satisfaction by adhering to the stipulated service operation standard in order to build customer’s trust and improve customer retention.
• Ensures that repairs are done as per customer’s request through confirming with the customer of the service repair agreement in order to achieve customer’s trust and confidence. 
• Monitors the Job Controller in entering correct data (operation number), recording the repairs carried out and updating status of vehicle delivery through review of the results of Computerized Time Control Sheets for use in the productivity (man-hour) analyses.
• Ensure that the Chief Technician is complying with the quality control policy and procedures to maintain company’s integrity and branding image. 

Required Qualifications & Skills: 

• Minimum - Bachelor’s Degree or Equivalent
• Minimum 1 - 2 years experience in Service area
• Time Management: Managing one's own time and the time of others.
• Monitoring: 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: Job requires accepting criticism and dealing calmly and effectively with high stress situations.
• Inter-Personal Skills: Should possess high level of people handling with ability to analyze and identify the complex nature of the problem.
• Good Communication Skills: (Listening and Questioning) Proven ability to communicate and determine customers’ needs and to sell the dealership's parts and service capabilities based on features, advantages and benefits.
• Achievement/Effort: Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Computer Skills: Job requires the knowledge in worksheets, word processing, presentation and database management.
• Good Judgement Skills and Decision Making, Social Perceptiveness.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• After Sales Related Skills: Persuasive, Able to deal with stress, patient, persistent. Should have automotive and technical knowledge (pre-diagnostic questioning, trouble-shooting, etc)