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. 

Essential Duties and Responsibilities

Customer

• 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

Reporting

Prepare regular reports regarding W schedules, status, and activities

Skills

Minimum Requirements for the Role

Qualifications

University Degree in Engineering or related field

Experience

5 years’ experience in automotive maintenance;

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills
• Excellent computer skills;
• Fluent in English and Arabic.
• Excellent interpersonal skills