Service Advisor Job Riyadh area,Riyadh Region Saudi Arabia,Automotive

Technical Service Advisor / Service Advisor Financial Job Dimensions

Degree of supervision:
Monthly supervision over sales target
Level of Authority:
Limited Authority over allocation of discounts

Purpose of the Job

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

Key Accountabilities:

Description

Achieve operational targets by defining and preparing business plans to meet operation targets.
Provide efficient service through Guest First mindset and performing essential obligations.
Apply Jameel Standard that related to Service Advisor job.
Implement all instructions and policies related to safety, welfare, integrity and branding image of the company

Key Accountabilities:

Performance Indicators

NPS
Compliance

Major Activities

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 GDI 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 Technici an 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” mind-set to the service team to achieve high quality after sales activities through an effective networking with other departments in the Center in accordance with 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 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 statu s 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

Job Context

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

Organizational / Functional Strategic Focus

The job holder has a crucial role in ensuring high customer satisfaction by providing optimal care and high…