Job description:
Job Title: Service Advisor- Night Shift.
Company: SAS- Toyota Dealer.
Location: Baghdad.
About the Job:
To act as the primary point of contact between customers and the service workshop by receiving service requests, accurately documenting vehicle concerns, and coordinating repair processes to ensure timely, high‑quality service delivery. The role exists to ensure smooth communication, efficient workflow management, and high levels of customer satisfaction while maintaining compliance with procedures and standards.
Tasks & Responsibilities:
- Receive customers in the service reception area, understand their concerns, and accurately record vehicle issues and service requirements.
- Open and manage job cards by documenting customer requests, vehicle details, and required repair or maintenance services.
- Conduct initial vehicle inspections and, where applicable, record visible damages, mileage, and service history.
- Explain recommended repairs, service packages, estimated costs, and timelines clearly to customers in line with dealership policies.
- Coordinate internally with workshop controllers, technicians, parts departments, and quality control teams to ensure proper job execution.
- Monitor repair progress and ensure timely updates are provided to customers regarding job status, delays, or additional work requirements.
- Follow up on approvals for additional repairs and ensure all work is authorized before execution.
- Coordinate parts availability with the Parts Department to avoid delays in repairs and ensure correct parts are issued.
- Ensure quality of completed work by verifying job completion status before vehicle handover.
- Arrange final inspection and coordinate vehicle delivery to ensure readiness and proper presentation.
- Prepare and explain final invoices, including breakdown of labor, parts, and additional charges.
- Maintain accurate records of service activities, customer interactions, job status, and approvals in the dealership system (Autoline).
- Ensure compliance with manufacturer service standards, warranty procedures, and dealership policies throughout the service process.
- Handle customer complaints professionally and escalate complex issues to the Service Supervisor or Manager when required.
- Follow up with customers after service completion to ensure satisfaction and encourage repeat business where applicable.
- Participate in service campaigns, recall programs, and internal initiatives as instructed.
Job Requirements:
- Bachelor’s degree or diploma in Automotive Engineering, Mechanical Engineering, or a related field.
- Minimum 2–3 years of experience as a Service Advisor or in a similar automotive after-sales role.
- Good knowledge of vehicle maintenance, repair processes, and automotive systems.
- Strong customer service and communication skills, with the ability to understand customer concerns and explain technical matters clearly.
- Ability to coordinate effectively between customers, technicians, and the workshop team.
- Good skills in preparing repair orders, service estimates, and follow-up reports.
- Ability to handle customer complaints professionally and ensure customer satisfaction.
- Good computer skills; experience with DMS/ERP or automotive service systems is preferred.
- Strong organizational, problem-solving, and time-management skills.
- English: Upper-intermediate level; Arabic: Good communication skills are preferred.
- A valid driving license is preferred.
