Service Advisor

Alghanim Industries; Kuwait; On-site; KWD 8,000 - 12,000; Full time

Job summary

Alghanim Industries seeks a customer-facing Service Advisor to greet customers, assess vehicle concerns and propose service plans, using Kerridge for orders and progress tracking.

The role requires a degree or diploma in automobile engineering with at least five years in automotive service and strong English communication; Arabic is a plus. Proficiency in MS Office is expected; on-site Kuwait work.

Qualifications

• University graduate or diploma in automobile engineering.
• 5 years' relevant experience in automotive service industry.
• Good interpersonal and communication skills in English; Arabic an advantage.
• Knowledge of Microsoft Office applications.

Responsibilities

• Receive and greet customers; assess vehicle concerns; advise service and repair needs; obtain cost and time agreement; use menu pricing for routine jobs.
• Prepare Repair Orders and assign jobs; write technician instructions; use Kerridge workshop loading module; follow up progress with team leaders.
• Maintain regular customer contact; provide daily progress updates via Kerridge CRM.
• Inform customers when vehicles are ready; convey job details and costs by phone; document unaddressed issues and reasons; ensure customer satisfaction with post-delivery follow-up.
• Build healthy customer relationships by proactive communication about performance and service needs.
• Escalate all come-back jobs to Service Supervisor/Manager; ensure repair orders are signed before delivery.

Skills

Interpersonal skills

English communication

MS Office

Education

Automobile engineering degree or diploma

Tools

Kerridge experience

Job description

Job Responsibilities

• 1. Receiving Customer: Receive and greet customers, understand their vehicle concerns and advice the service and repair needs, carry out as much visual inspection as possible to advice work required on the vehicle, use manufacturer's recommendations to advice additional work, agree the work scope and obtain cost and time agreement. use available menu pricing for routine jobs, validate customer details and update Kerridge. offer the alternate transport as appropriate
• 2. Preparing Repair Order and Assign job: Write the instructions for technician using RTS for the routine jobs and exact description of symptoms for other concerns describe by customers. Assign the jobs to technicians using Kerridge workshop loading module. Follow up the work progress with respectively team leaders
• 3. Customer Contact: Keep regular contact with customers to keep them abreast of the progress on their vehicles, At least once a day phone contact with every customer is necessary. The contact should be made using Kerridge CRM and updating the contacts record
• 4. Information, Delivery & Follow Up: Inform the customer when vehicle is ready. As much as possible the job details and costs should be informed on the phone, deliver the vehicle on customer arrival with full details of what jobs have been done. Also inform the customers which of the complaints have not been attended (if any) and why. Activity asks the customers if they are satisfied with the jobs done. Immediately elevate to Manager if any customer is not satisfied. with 72 hours of delivery, call the customer to ensure satisfaction, log the call in Kerridge CRM
• 5. Customer Relations: Establish healthy and profitable relationship by proactively communicating and following up with the existing as well as prospective customer on performance of their cars and if they required any service attention so as consolidate and enhances the customer base
• 6. Come Back jobs: All come back jobs should be immediately escalated to Service Supervisor / Service Manager. specific stamp should be applied on the repair order and flag raised using Kerridge, any come back job should not be delivered unless the repair order is signed by Service Manager

Candidate Requirements

• University graduate or diploma in automobile engineering
• Relevant working experience of 5 years in the automotive service industry
• Good interpersonal and communication skills in English, Arabic is an advantage
• Knowledge of Microsoft office application