Reception Supervisor (EMC-PC)

Al Fahim Group; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dedicated Service Advisor to oversee customer vehicle operations and ensure exceptional after-sales service. This role involves mediating between customers and corporate offices, resolving issues, and ensuring a seamless experience from start to finish. The ideal candidate will have a strong background in automotive engineering, exceptional customer service skills, and the ability to manage a team effectively. Join a company committed to excellence and quality in the automotive sector, contributing to the growth and satisfaction of customers in a dynamic environment.

Qualifications

• 5+ years experience as Service Advisor in automotive workshop, with 2 years in supervisory role.
• Strong technical knowledge in vehicle diagnosis and repair, along with transportation management.

Responsibilities

• Oversee operations of customer vehicle delivery and after sales service.
• Negotiate service offers and resolve customer complaints effectively.
• Coordinate with departments for timely job completion and parts availability.

Skills

Automotive Engineering

Customer Service

Transportation Management

Vehicle Diagnosis and Repair

Analytical Thinking

Planning and Organizing

Communication Skills

Education

Automotive Engineering Diploma

Tools

Technical Software

MS Word

MS Excel

Job description

The job holder is responsible for overseeing and monitoring the entire operations of receiving, following up and delivery of customer vehicles to ensure the after sales service is carried out to set company policies and procedures.

The job holder mediates between the customer and the Principal at the Corporate offices for all service issues. The role involves monitoring the Principals’ website for customer issues directed to the Principal, meeting customers and resolving their issues.

Customer Service and Operations

1. Assigns jobs to the Service Advisor team based on the booking schedule/walk-in customers to ensure equal distribution of work.
2. Oversees and monitors the team to ensure activities are carried out smoothly and in accordance with the PRIME process. This includes ensuring customers get a professional and welcoming firsthand experience from start to finish. This includes preparing the drivers’ schedule to and fro from the active reception through to ensuring the customer receives full information on the job accomplished versus the value for the price paid.
3. Negotiates service offers to customers to enable a win-situation for both parties. This includes supporting the team to offer optimum discounts within acceptable limits.
4. Advises customers on technical issues faced and finds solutions to maximize outcomes at the first level of contact.
5. Liaises with members from concerned departments e.g. Parts Supervisor and Workshop Manager to ensure jobs are prioritised well and parts are available on time.
6. Monitors job completion reports and compares them with job cards to ensure the job cards are comprehensive with the required details, prior to delivery.
7. Review the invoice against the job card to ensure it is aligned with payment amount agreed, the final job card and any related information from the workshop.
8. Handles complaints lodged by dissatisfied customers through the Principal’s customer care.

Minimum Requirements

Education: Automotive Engineering Diploma or equivalent from a recognised institute.

Experience: Minimum 5 years experience as Service Advisor in an automotive workshop set-up, out of which 2 years must be in a supervisory capacity.

Knowledge & Skills:

1. Sound Knowledge of Transportation Management and Workshop Organisation and Administration.
2. Sound technical knowledge in vehicle diagnosis and repair; Knowledge of technical software.
3. Valid UAE drivers’ licence.
4. Ability to think analytically.
5. Planning and organising.
6. Written and verbal communication in English (other regionally spoken languages including Arabic would be an added advantage).
7. Proficient in MS Word and Excel.

About The Company

Al Fahim Group is one of Abu Dhabi's most successful family businesses. The company was founded by the late Abdul Jalil Al Fahim in 1958, a visionary entrepreneur who led the company until his death in 1996. Today, it continues to be directed by a board composed of eight brothers, intrinsically motivated to preserve and enhance the business seeds sown by their father - for the good of the country, and their compatriots.

As Abu Dhabi moves forward, Al Fahim Group continues to support the country's progress by servicing the needs of the new economy with excellence and quality - whether providing safe, reliable service and support to fuel the continued growth of Abu Dhabi's oil and gas fields; distributing top-quality, luxury cars to ensure its residents have the ways and means to travel the roads in comfort; building and managing world-class hotels and residences to accommodate a growing influx of tourists and residents; or investing in a broad portfolio of local, regional and global interests to generate funds to support continued growth opportunities.