SERVICE ADVISOR SUCURSAL CULIACÁN

Scania; Cancún; On-site; MXN 201,000 - 268,000; Full time

Job summary

Scania in Cancún, Mexico is seeking a dedicated service coordinator to ensure a seamless customer journey from reception to delivery. You will manage service orders, maintain clear communication with clients about status, and coordinate with the technical team to schedule work and monitor progress.

The role emphasizes accuracy in documentation, adherence to policies, and identifying opportunities to offer preventive maintenance or extended warranties, contributing to high customer satisfaction

Qualifications

• Strong focus on customer service and satisfaction.
• Ability to follow up on requests and communicate progress clearly.
• Experience with service orders and documentation processes.

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.)

Skills

Customer service

Communication

Problem-solving

Job description

Select how often (in days) to receive an alert: Create Alert

• 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.)