Job description

Overview Of The Role:

• The Service Advisor acts as a critical liaison between customers and the workshop, ensuring that equipment service needs are efficiently met to enhance customer satisfaction and loyalty. The role involves handling service inquiries, preparing quotes, and managing customer approvals and payments. Key success factors include strong customer interaction, diligent financial management, and ensuring service delivery meets company standards and timelines.

What You Will Do:

Customer Interaction

• Engage with customers and technicians to build strong rapport, empathizing and clarifying customer requests.
• Serve as the liaison between customers and the workshop to ensure service needs are understood and addressed.
• Provide guidance on service options, including time and cost estimation, and ensure adherence to these estimates.

Service Quotation and Reporting

• Prepare service quotations and service reports, and follow up on customer approvals.
• Manage the number of approved/invoiced jobs and generate a lost sales report.

Financial Management

• Follow up on customer payments to clear outstanding balances and close jobs once completed to prevent aged Work in Progress (WIP) reports.
• Drive upselling and conversion of additional jobs, preventive maintenance, and parts recommendations based on service reports and machine history.

Service Delivery

• Ensure jobs are completed with workshop and spare parts teams, meeting time and cost estimates.
• Perform billing and provide detailed explanations of invoices and jobs performed, ensuring customer satisfaction.
• Conduct post-service feedback calls to enhance the Customer Satisfaction Index (CSI).

Operational Excellence

• Responsible for system transactions including creating quotations, job orders, delivery notes, gate passes, and billing.
• Ensure proper documentation, filing, and archiving as per company and ISO standards.

Skills

Required Skills To Be Successful:

• Excellent interpersonal and communication skills, both oral and written.
• Strong marketing and upselling skills to drive additional service revenue.
• Ability to work proactively, employing preventive measures and demonstrating accountability.
• Cultural sensitivity with a strong customer-centric approach.

What Qualifies You For The Role:

• Diploma or Bachelor of Automobile/Marine/Electrical or Mechanical Engineering.
• Minimum of 8 years overall experience with authorized OEM dealership, including at least 5 years as a Service Advisor, preferably in Generators or Marine engines.
• Strong understanding of automotive dealer/distributor business and workshop processes, and technical knowledge of diesel engines, driveline, electrical systems, and spare parts.
• Proficiency in MS Office, SAP, ARIBA, CRM/DBM, and a professional level of English. Arabic is preferable.