The Job Summary
The Workshop Service Advisor is responsible for assisting customers with their vehicle service needs and understanding of car dealership and maintenance; ensuring exceptional customer service and support.
Technical / Job-Specific Competencies
1
Service Consultation & Coordination
- Greet customers in a friendly and professional manner upon their arrival at the Stellantis service center.
- Listen to customers concerns and vehicle service requirements, and provide accurate and timely assistance.
- Schedule service appointments based on customer preferences, technician availability, and workshop capacity.
- Conduct vehicle inspections and diagnostic assessments to identify maintenance needs and repair requirements and present service recommendations to customers based on their vehicle's condition, mileage, and manufacturer guidelines.
- Communicate service recommendations and repair updates to customers in a clear and understandable manner, using layman's terms as needed. In addition provide written estimates for service work and obtain customer approval before initiating repairs.
- Maintain open communication with customers throughout the service process, keeping them informed of the status of their vehicle and any additional services recommended.
- Collaborate with the parts department to ensure parts needed for repairs are readily available and manage any potential backorders effectively.
- Consult with customers to explain recommended services, including cost estimates and timeframes, and address any questions or concerns they may have.
- Assist customers in scheduling service appointments and arranging for alternative transportation if needed.
- Follow up with customers after service completion to ensure their satisfaction and address any remaining concerns or additional service needs.
- Answer questions about service outcomes, schedule and book appointments, vehicle drop-off and vehicle pick-up
- Provide customers with information and advice on warranty protections, potential cost savings and the advantages of trading in versus fixing their car.
2
Customer Relationship Development
- Ensure excellent customer service by addressing customer inquiries, resolving complaints, and maintaining a high level of customer satisfaction.
- Assist customers become familiar with the cars and vehicles of their interest by offering test drives and explaining technical details and specific legal or financial requirements.
- Help customers sort out and process their financing and purchase options based on their specific situation and preferences.
- Monitor customer feedback and satisfaction metrics related to after-sales technical support services.
- Develop strategies and initiatives to address customer concerns, improve satisfaction levels, and foster long-term customer relationships.
- Manage customer interactions via telephone and email ensuring our customers expectations are always appropriately met
3
Precision Documentation & Reporting
- Meticulously document the customer's concerns, vehicle information, and repair requests forming the basis of the work order, a detailed document outlining the authorized repairs, estimated costs, and expected completion timeframe.
- Document all communication with the customer, including initial discussions, updates on repair progress, explanations of costs or delays, and final handover of the repaired vehicle hence ensuring transparency and protection against misunderstandings.
- Generate daily, weekly, or monthly service reports summarizing completed repairs, parts usage, labor hours, and overall workshop activity, in order to provide valuable insights into workshop performance and identifying any areas requiring improvement.
The Job Profile
1
Educational Qualifications
Diploma in Mechanical or Automotive Engineering
2
Professional Certifications
Certification or Training in CRM or Workshop Management; Stellantis Specific Certifications
3
Experience
Minimum 3 years of experience as service advisor in the automotive industry
4
Languages Proficiency
Fluency in English & Arabic languages
