Job Description

Ref. JB1347031

Service Advisor
Alghanim Industries

Job Purpose:

The Service Advisor is responsible to provide professional service to the customers, in terms of accurately recording and organizing quality repair and maintenance services so as to enhance customer retention and facilities the sales of new units in the long term.



Key Accountabilities:

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 escalate 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

Skills

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

Company Profile

Alghanim Industries has committed to becoming the most successful and admired company in the region.

Our mission and success is founded upon our core principles of quality, service, innovation and integrity. We place a high value on commitment to and investment in the people who contribute to the continued growth, diversification and success of our business. We are:

· A leading trading and industrial conglomerate in the Middle East with more than 30 businesses and a multi-billion turnover, with operations in 40 countries

· The largest and most diversified privately-owned company in Kuwait with more than 20 in-house brands and over 300brand affiliations

· Market leader in almost every major business in each major geography that we operate

· A Company with a long history of success built on the early adoption of globally-proven business practices

· A highly-respected family and brand name

· Employing around 12, 000 employees from more than 45 nationalities

Renowned for our pioneering and dynamic business strategy and management philosophy, we are dedicated to finding, developing and training talented and energetic people who want to grow with us.

We currently operate more than 30 business divisions spanning a broad spectrum of industry sectors (listed below) and head office functions, such as human resources, finance, business development and legal.

Our business units are involved in the following sectors:

· Advertising and media
· Automotive sales and services
· Consumer credit
· Consumer engineering (home automation, air-conditioning and elevators)
· Document management
· FMCG wholesale and distribution
· Insurance
· Manufacturing of industrial goods in building and construction materials and structures
· Projects engineering (building management and electro-mechanical solutions)
· Retailing in building and home construction products/tools
· Retailing in consumer electronics
· Retailing in home furnishings
· Shipping and transportation services
· Travel