Service Advisor

4 weeks ago

UAE, United Arab Emirates Al-Futtaim Full time

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

**Overview of the role**:
**Service Advisor** is the first contact in the Workshop for a customer and provides a window to the workshop. Job holder should be an image builder for the Service Department and present a picture of faith and confidence.

**What you will do**:

- Greet customers and offer excellent customer service from intake to release of their vehicles
- Initiates automotive services and repairs by ascertaining performance problems and services requested. Takes detailed notes about the symptoms based on customer testimonies
- Works with customers to formulate the best service plan for their budget and needs
- Verifies service contract coverage, developing estimates, producing repair orders, and maintaining customer rapport and records
- Ascertains automotive problems and services by listening to customer’s description of symptoms, clarifying description of problems, liaising with the technical team to conduct inspections, test drives and checking vehicle maintenance records, and examining service schedules
- Develops estimates by costing materials, supplies, and labour
- Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required
- Obtains approval signatures and enters RO into service database system
- Calculates customer’s payment, including deductibles
- Invoice and collect payment from customers for services rendered
- Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customer’s approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, and arranging towing and temporary transportation
- Professionally handles and resolves customer complaints regarding services, whilst ensuring the Branch Manager is kept informed to address any shortfalls in technician skills
- Maintains automotive records by recording problems and corrective actions planned
- Updates job knowledge by participating in educational opportunities and reading manufacturers’ publications
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

**Required skills to be successful**:

- Must have broad based knowledge to service as a reliable consultant and be able to provide up-to-date technical information in response to customer inquiries
- Proper operation, maintenance and care of vehicle
- Ability to identify problem areas and identify its cure
- Must be able to follow global automotive workshop instructions and procedures

**About The Team**:
The role will report to the Reception Supervisor and you will be working in a busy workshop environment.

**What Equips You For The Role**:

- Technical school / Certificate/ Diploma in Automobile / Mechanical Eng.
- Minimum 2 years of experience in a reputed automotive workshop in similar role.
- Should be able to read, understand and write English

**About Al-Futtaim Automotive**
A major division of the UAE-based Al-Futtaim Group of companies, **Al-Futtaim Automotive** is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes

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