Service Advisor (Contract)

Scania Nederland B.V.; Ipoh; On-site; MYR 45,000 - 65,000; Full time

Job summary

Scania Nederland B.V. in Ipoh, Malaysia seeks a Service Advisor to ensure smooth daily service reception and high customer satisfaction from inquiry to invoice.

You will build customer contact lists, schedule workshop appointments, liaise with workshops and vendors, provide updates during repairs, close work orders, and conduct post-service follow-up to encourage future bookings.

Responsibilities

• Build and manage customer calling lists and proactively contact customers regarding maintenance, repairs, campaigns, and workshop bookings.
• Analyze maintenance plans and remote diagnostics, recommend appropriate maintenance solutions, and provide technical advice.
• Identify customer needs, perform basic troubleshooting, and prepare preliminary work orders based on required repairs and services.
• Schedule workshop appointments, coordinate workshop resources, and ensure work orders are complete and understood by relevant teams.
• Liaise with internal departments, third-party vendors, and sub-suppliers to ensure timely completion of customer work.
• Participate in daily pulse meetings and weekly workshop planning meetings to support operational efficiency.
• Welcome customers upon arrival, verify appointments, receive vehicles, and manage customer requests throughout the service process.
• Communicate proactively with customers regarding service progress, additional work, and any changes during the repair process.
• Close work orders, prepare invoices, explain completed work, recommend additional services, and arrange follow-up appointments.
• Conduct post-service follow-up calls to evaluate customer satisfaction, promote future bookings, maintain open work orders, and ensure all customer interactions are accurately documented.

Job description

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The Service Advisor works proactively to ensure the daily operation of the service reception and that the customer service needs and expectations are met, from customer inquiry through to completion of the invoice and follow up. This work contributes to an optimized utilisation of the workshop and long profitable relations with the customers.

Job Responsibilities

Job Responsibilities

Build and manage customer calling lists and proactively contact customers regarding maintenance, repairs, campaigns, and workshop bookings.

Analyze maintenance plans and remote diagnostics, recommend appropriate maintenance solutions, and provide technical advice.

Identify customer needs, perform basic troubleshooting, and prepare preliminary work orders based on required repairs and services.

Schedule workshop appointments, coordinate workshop resources, and ensure work orders are complete and understood by relevant teams.

Liaise with internal departments, third-party vendors, and sub-suppliers to ensure timely completion of customer work.

Participate in daily pulse meetings and weekly workshop planning meetings to support operational efficiency.

Welcome customers upon arrival, verify appointments, receive vehicles, and manage customer requests throughout the service process.

Communicate proactively with customers regarding service progress, additional work, and any changes during the repair process.

Close work orders, prepare invoices, explain completed work, recommend additional services, and arrange follow-up appointments.

Conduct post-service follow-up calls to evaluate customer satisfaction, promote future bookings, maintain open work orders, and ensure all customer interactions are accurately documented.