Service Advisor

The Job Summary

The Services Advisor (3S) is responsible for assisting customers with their vehicle service needs and understanding of car dealership and maintenance ensuring exceptional customer service; enhancing customer experience and service by explaining complex vehicle issues in simple terms and recommending appropriate service options; developing and maintaining customer relationships, scheduling services, and ensuring seamless communication between the service team and customers; handling warranty claims, maintaining service records, and providing updates on vehicle status during repairs strictly complying with Nissan's high standards, automotive regulations, and company policies and procedures.

Key Responsibilities / Accountabilities

Sr #

Technical / Job-Specific Competencies

1

Comprehensive Vehicle Diagnostics

• Develop an in-depth understanding of all major vehicle systems, including engines, transmissions, electronics, and hybrid technologies specific to models popular in the Saudi market.
• Regularly update skills with the latest advancements in Nissan vehicle features and technologies, focusing on new model releases and updates pertinent to Saudi Arabia.
• Utilize diagnostic tools to perform preliminary checks on vehicles to identify potential issues, facilitating a more streamlined diagnostic process by technicians.
• Effectively interpret the outcomes of diagnostic tests, enabling accurate communication and preliminary advice to customers regarding potential service needs.
• Address minor technical issues on-site, reducing turnaround time and improving customer satisfaction.
• Translate complex vehicle issues into understandable language for customers, advising on appropriate services or upgrades that align with their needs and budget.
• Serve as Nissan's representative, maintaining a professional and knowledgeable demeanor while updating customers on their vehicles repair status.
• Assist customers with ordering and locating hard-to-find or exotic vehicle parts, enhancing service satisfaction.
• Work as part of the management team to schedule technicians and enhance their safety, efficiency, and productivity.
• Handle parts orders and stock essential items like tires; determine which parts should be readily available and which are special orders to optimize shop operations.

2

Warranty Claims Processing

• Gain a thorough understanding of Nissan's warranty policies, especially as they apply within the Saudi market, to clearly explain what is covered to customers.
• Efficiently manage all service-related paperwork, ensuring accuracy in service orders, warranty claims, and compliance with Saudi regulatory standards.
• Keep comprehensive and organized records of customer interactions, service histories, and warranty claims to ensure continuity and accountability in service management.
• Scrutinize details of service claims to verify eligibility under warranty, ensuring alignment with Nissan's guidelines and customer agreements.

3

Compliance with Automotive Regulations

• Ensure all service operations conform to the regulatory standards set forth by Saudi Arabian authorities, particularly those related to vehicle safety and emissions.
• Provide customers with detailed information on how regional regulations impact their service options, specifically regarding legalities around vehicle modifications and emissions standards.
• Stay abreast of changes in automotive regulations and standards, integrating new requirements promptly into service protocols.

The Job Profile

1

Educational Qualifications

High School Diploma or equivalent. Associate's degree in Automotive Technology is a plus.

2

Professional Certifications

Certifications in Automotive Service Excellence (ASE), particularly those related to customer service (C1) or other automotive specialties.

3

Experience

Minimum 3 years of experience in automotive service, customer service, or a related field.

4

Languages Proficiency

Fluency in English & Arabic languages