Service Advisor (autos)
Alahad Recruitment Group, United Arab Emirates

Our esteemed client Al Fahim Group, based in Abu Dhabi, United Arab Emirates. The Group engages in automotive, industrial, properties, and hospitality and travel businesses.

As a general distributor for Mercedes Benz passenger cars and commercial vehicles in Abu Dhabi and Al Ain City, our client has vacancies for Workshop Team Leaders & Technicians.

Job Title Service Advisors

Department Eastern Motors C.V
Reporting to Team Leader
Job function

Acts as a liaison between customers and the workshop. Meets and exceeds customer needs to gain customer loyalty and develop the sales of the department.

Creates a confidence climate by offering personalized service: calling customers by their names and listening to them carefully (mastering the communication methods).
Properly evaluates the customers' needs by appropriate questioning. A goodf technical knowledge is recommended. Reformulates customers' requests and prepares the work order.
Explains the nature of the work, the safety inspection and makes promises for the price and schedule.
Gives advice concerning the general condition of the bus or truck and the added benefits if any of the requested servicing.
Signs and obtains the customer's signature on the work order and provides a copy to the customer when requested.
Informs the customers by telephone in the event of unexpected work which is required, to let them know there will be extra cost and time. Obtains their agreement, mentions these conditions to the customers when receiving the vehicle, to avoid their calling back and thus minimizes the load of telephone lines.
Opens job cards and captures information related to customer & vehicle, checks them against file, and updates as required (Name, Tel. No., Fax No., Mobile No., E-mail, etc.)
Ensures the buses are parked and service is completed, and contacts customers until they are collected.
Delivers vehicle to customer with explanation about the repairs, test report and invoice, and thanks the customer for his or her business.
Ensures no delivery of cars to customer without payment (cash or credit) except with authorized signature.
Contacts all customers who booked their cars for service but did not show up for the day, and offers them a new booking.
Handles telephone inquiries regarding working progress, appointments, technical & service related matters.

Scheduling

Optimizes the workshop activity by scheduling the work with respect to the available labor hours communicated by the Booking team.
Ensures, on a daily basis, the optimum load of the workshop, taking into account any unexpected events.
Issues clear repair instructions (opens job cards) according to customer approved instructions and diagnoses using the correct labor operations and invoicing codes.
Follows up the progress of each repair order during the day to meet given deadlines.
Remains in contact with the workshop for follow-up and instant information about the progress state of the current files.


Sales

Keep informed of product and service enhancements (including the spare parts, new and second-hand vehicles, other, etc.).
Sell services (tires, window wiper blades, body, work, etc.), by systematically inspecting the vehicle with the customer.
Promotes after-sales services. Validates the service book. Advises with respect to the car use and indicates any work to be done later. Indicate the date of the next technical inspection and the date or mileage of the next service.
Obtains customer approval on estimates and supplements through rational, logical, and convincing techniques increasing the sale of spare parts and accessories.