SERVICE ADVISOR CWS PILOT /TIJUANA

Scania México; Tijuana; On-site; MXN 180,000 - 280,000; Full time

Job summary

Scania México is seeking a Service Clerk to ensure a positive customer experience from reception through unit delivery in its Tijuana workshop. The role includes timely follow-up on requested services, updating service data in the systems, and coordinating with the technical team for scheduling.

The candidate will support handling complaints, capture data accurately, and identify opportunities for upselling preventive maintenance and extended warranties.

Qualifications

• Experience in delivering high-quality customer service.
• Strong communication and interpersonal skills.
• Accurate data entry and record-keeping in systems.

Responsibilities

• Receive units at the workshop and ensure proper handling.
• Open and close service orders in the system.
• Maintain regular communication with clients about status and scheduling.
• Validate and obtain client approval for budgets and repairs.
• Ensure unit cleanliness and readiness for delivery.
• Document and route complaints or issues to appropriate teams.
• Monitor appointments and ensure punctuality.
• Assist in recovering overdue service-related portfolios.
• Suggest complementary services such as maintenance or extended warranties.

Skills

Customer service

Communication

Data entry

Scheduling

Education

Post-secondary education

Job description

Role Summary

Ensure a positive customer experience from the reception to the delivery of the unit.

Role Summary

Ensure a positive customer experience from the reception to the delivery of the unit.

Perform timely follow-up on requested services. Clearly communicate the status and progress of the service.

Manage documents related to the service order.

Comply with customer service and quality policies and procedures.

Detect opportunities for improvement or additional service sales.

Capture and update data in the corresponding systems.

Support the management of complaints and claims, seeking effective solutions.

Job Responsibilities

• Reception of units in the workshop.
• Opening and closing of service orders in the system.
• Constant communication with the client regarding the status of the unit. Coordination with the technical team for work scheduling. Review of service history and active policies.
• Validation and authorization of budgets with the client.
• Ensure that the unit is clean and ready for delivery.
• Register complaints or disagreements and channel them appropriately. Preparation of basic follow-up or satisfaction reports.
• Follow-up on scheduled appointments and ensuring punctuality.
• Support in the recovery of overdue portfolio associated with services.
• Proposal of complementary services (preventive maintenance, extended warranties, etc.).

Education

• Post-Secondary Non-Tertiary Education Level 4