Service Advisor-Riyadh, Dammam, Jeddah

Job Summary: Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location.

Main Requirements:

1. 2-3 years of experience as Service advisor, Technician or Engineer
2. Technical experience in diesel engines
3. High school diploma or certificate of completion of secondary education
4. Good Communication and coordination skills

Key Responsibilities:

1. Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
2. Assesses customers needs and gathers pertinent information.
3. Creates basic work orders in appropriate systems.
4. Provides some status updates to customers, as requested.

Competencies:

1. Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
2. Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
3. Customer focus - Building strong customer relationships and delivering customer-centric solutions.
4. Directs work - Providing direction, delegating, and removing obstacles to get work done. Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
5. Manages conflict - Handling conflict situations effectively, with a minimum of noise.
6. Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair.
7. Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue.
8. Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system.
9. Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise.
10. Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage; interprets the warranty administration manual to determine eligibility for coverage and claim requirements.
11. Values differences - Recognizing the value that different perspectives and cultures bring to an organization.