Service Advisor

Job Title: 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

1. Carrying-out pre-acceptance inspection on 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.
2. Assist in the center's achievement of GDI and increase customer retention through demonstrating professionalism during the customer engagement activities.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. Conduct post service follow-up for complaints, issues and concerns and report immediately to the Workshop Floor Manager for appropriate review and resolutions.
9. Improve customer confidence and satisfaction by adhering to the stipulated service operation standard to build customer's trust and improve customer retention.
10. 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.
11. 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.
12. 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 quality of service work.
• The job holder has a crucial role to ensure applying company's vision, mission and values and applying the standard operating procedures.

Minimum Qualifications

• Minimum - Bachelor's Degree or Equivalent
• Minimum 5 years' experience in Service area

Job-Specific Skills

• 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).
• Should have automotive and technical knowledge (pre-diagnostic questioning, troubleshooting, etc.).

Special Certifications / Membership

• Service Advisor Level 2
• Ensures Accountability (Individual Contributor)
• Focuses on the customer (Individual Contributor)
• Learns Through Reflection (Individual Contributor)