Service Advisor

Job description

Acts as liaison between the customer and service technicians in the service facility. Determines vehicle problems with customers and provides technicians accurate descriptions. Keeps the customer informed throughout the service process. Customer Service: greets customers courteously; accurately captures vehicle complaints and informs service team; attends to inquiries and complaints and resolves issues; refers unresolved matters to supervisor or designated personnel; contacts customers with major repairs in the past month to check vehicle performance; pre‑schedules maintenance visits to reduce walk‑in traffic and maximize off‑peak utilization. Service Process: records appointments, checks service records and stamps service booklets; completes customer checklist detailing defects or required service; enters data to obtain work estimate and advises customer of cost; processes paperwork, obtains signature, estimates repair time and delivery date, explains payment policies; communicates any cost overruns or delays before they occur; maintains daily/weekly record of promised delivery dates and keeps customers updated; receives invoices and collects payment at vehicle delivery. Warranty Claims: reviews warranty documentation for work requested under manufacturer warranty; explains to customers why some repairs are not covered; coordinates and follows up warranty jobs with authorized dealers to ensure timely completion; provides all warranty documentation to the Warranty function to support claims. Service Promotion: ensures marketing material is displayed in reception areas; mails service promotion material to targeted customers; explains special plans and promotions related to maintenance and accessories

Requirements

• University degree in Engineering or related field
• minimum 1 year experience in automotive maintenance
• excellent verbal and written communication skills
• excellent computer skills
• fluent in English and Arabic
• excellent interpersonal skills

Skills