IQAutoJobs

Service Advisor

Company: Jameel Motors Iraq

Location: Baghdad

Type: FT

Job Overview

JOB OVERVIEW

The Service Advisor is a primary customer-facing role crucial for providing expert technical consultation and guiding service customers through their vehicle maintenance and repair needs at the branch's service operations. Reporting directly to the Branch Service Manager, this position serves as the main point of contact for customers, effectively receiving their vehicles, performing walk-arounds to identify issues, managing job cards, driving added value sales, and ensuring an exceptional service experience from vehicle drop-off to pick-up.

KEY RESPONSIBILITIES

Service Reception & Technical Consultation:

  • Warmly greet all service customers upon arrival and receive their vehicles, actively listening to their concerns and thoroughly understanding their vehicle's reported symptoms, service history, or repair needs.

  • Perform a comprehensive walk-around inspection of the vehicle with the customer to determine its current condition, identify any existing damage, confirm reported issues, as well as identify any further potential issues.

  • Advise customers clearly and concisely on recommended maintenance, necessary repairs, and additional value-added services, explaining technical details and benefits in an easy-to-understand manner.

Job Card Management & Repair Order Creation:

  • Accurately create and detail job cards/repair orders in the DMS based on customer input, initial vehicle assessment, and technician recommendations from the Workshop and Job Controller or Technical Advisor.

  • Obtain clear customer approvals for all work to be performed, including estimated costs, labor times, and expected completion times.

  • Take the customer's vehicle issue and accurately forward all relevant information to the service team (Workshop and Job Controller / TA) for diagnosis and repair execution.

Customer Communication & Updates:

  • Serve as the primary point of contact for customers throughout the service process, providing clear, concise, and timely updates on their vehicle's repair status, any unexpected findings, or revised completion times.

  • Explain complex technical issues (as advised by technicians/Technical Advisor) in an easy-to-understand manner, ensuring customer comprehension and trust.

  • Coordinate vehicle handover to customers after service completion, thoroughly explaining the invoice details, warranty information, and any future maintenance recommendations.

Added Value Sales:

  • Drive added value sales by proactively identifying opportunities to recommend additional necessary services, genuine parts, or accessories based on vehicle inspection results, maintenance schedules, and customer history.

Initial Complaint Handling:

  • Handle initial customer inquiries and concerns related to service in a professional and empathetic manner, striving for high customer satisfaction.

  • Escalate complex or unresolved complaints to the Branch Service Manager or Technical Advisor for further assistance.

DMS Utilization & Documentation:

  • Accurately record all customer interactions, vehicle details, service requests, repair progress, and communications in the DMS in real-time.

  • Ensure meticulous documentation for all service jobs, customer approvals, and communications.

Payment Processing & Billing:

  • Process service payments, explain invoice details, and handle basic billing inquiries.

SKILLS AND COMPETENCIES

  • High school diploma or equivalent

  • Minimum of 2-5 years of hands-on experience as an automotive technician

  • Fluency in Arabic, and intermediate English

  • Exceptional customer service skills, empathy, and an unwavering focus on customer satisfaction and building rapport.

  • Proven ability to effectively receive vehicles from customers and conduct thorough walk-around inspections to determine service needs and identify additional issues.

  • Excellent verbal and written communication skills (fluent in Arabic/Kurdish is essential; good English is a strong plus) for explaining services, costs, and technical details clearly, and interacting professionally with customers.

  • Foundational understanding of vehicle maintenance, common repairs, and basic automotive terminology to communicate effectively with customers and technicians.

  • Ability to identify and confidently recommend additional necessary services or products, driving added value for both the customer and the business.

  • Ability to understand customer concerns, identify basic issues, and efficiently find solutions or escalate effectively.

  • Meticulous in documenting customer requests, service details, and financial transactions.

  • Understanding of local customer expectations, service etiquette, and communication nuances in Iraq.

  • Driven to achieve high service quality, customer satisfaction, and contribute to branch service revenue

Benefits

  • Social Security

  • Annual Leave

  • Sick Leave

  • Continuous Learning

  • Health Insurance

  • Career Development

  • Incentive



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