Service Advisor

United Motors Group; Riyadh; On-site; SAR 40,000 - 60,000; Full time

Job summary

United Motors Group is seeking a Customer Service Associate to bridge the gap between customers and service technicians. You will accurately capture vehicle complaints, guide the service process, and keep customers informed throughout the repair and delivery journey.

The role requires strong English and Arabic communication, teamwork with the service staff, and the ability to manage paperwork, estimates, and appointments efficiently in a busy automotive service environment.

Qualifications

• University degree in engineering or related field.
• Minimum 1 year of experience in automotive maintenance.
• Excellent verbal and written communication; fluent in English and Arabic; strong interpersonal skills.

Responsibilities

• Greet customers courteously and accurately capture vehicle complaints for the service team.
• Attend to inquiries and resolve problems to meet customer needs.
• Refer unresolved issues to the Supervisor Reception or appropriate designate.
• Call customers after major repairs to follow up on performance and schedule maintenance to reduce walk-ins.
• Record appointments, check service records, and stamp service booklets.
• Enter data to generate job cost estimates and communicate delays or overruns to customers.
• Coordinate warranty documentation and follow up on warranty jobs with authorized dealers.
• Explain payment policies and ensure completion of paperwork and delivery dates.

Skills

Verbal communication

Written communication

Computer skills

English

Arabic

Interpersonal skills

Education

Engineering degree

Job description

High-level Job Purpose Statement

Acts as liaison between the customer and service technicians working in the service facility. Works with customers to determine problems with a vehicle and provide technicians with accurate problem descriptions. Keeps the customer appropriately informed through the service process.

Customer Service

• Greet customers courteously; accurately capture customer vehicle complaint and advise service team
• Attend to inquiries and complaints from customers and resolves problems to ensure all needs are met
• Refer unresolved complaints or queries to the Supervisor reception or appropriate designate for resolution
• Call customers who have had major repairs done in the last month to inquire about vehicle performance
• Call customers to pre-schedule maintenance visits in order to reduce excessive walk-in traffic, waiting time, and to maximize utilization of off-peak business time

Service Process

• Record customer appointments, check service records and stamp service booklets
• Complete customer check list detailing all information provided by the customer in terms of defect or service required
• Enter data on system to obtain an estimate of the work to be performed and advise customer of the job cost estimates
• Complete and process all paperwork, obtain customer signature, estimate repair time and delivery date to the customer, and explain any payment policies
• Communicate with the customer any cost overruns (before they are incurred) or completion delays
• Maintain daily/weekly record of promised delivery dates ensuring that customers are kept informed of the expected completion date
• Receive invoices and obtain payment at the time of vehicle delivery to the customer

Warranty Claims

• Review warranty documentation where the customer requests work to be performed under the manufacturer’s warranty
• Advise and provide explanations to customers where repairs cannot be covered by warranty
• Coordinate and follow up on warranty jobs sent to authorized dealers to ensure timely completion of requested work
• Provide all warranty documentation to Warranty function to support any claims with the franchisor

Service Promotion

• Ensure that all marketing material is properly exhibited in the reception areas
• Mail service promotion material to targeted customers
• Explain to customers special plans and promotions related to maintenance and accessories

Minimum Requirements for the Role

Qualifications

University Degree in Engineering or related field

Experience

Minimum 1 year of experience in automotive maintenance

Knowledge, Skills and Abilities

Excellent verbal and written communication skills, Excellent computer skills, Fluent in English and Arabic, and Excellent interpersonal skills