Technical Service Advisor / Service Advisor - Western Region

About the Role

Abdul Latif Jameel is seeking a Technical Service Advisor/Service Advisor to support its Western Region service operations in Jeddah, Saudi Arabia. The role sits within a long-established diversified business group with deep regional roots and a strong automotive legacy. The selected candidate will help drive service performance, customer satisfaction, customer retention, and productivity while following company values, policies, and standard operating procedures.

Job Purpose

This position is responsible for coordinating service-center activities so that manpower, facility usage, and customer handling all contribute to operational targets. The role requires a guest-first approach, adherence to service standards, and careful execution of the company’s service advisor framework.

Financial and Authority Scope

The role is subject to monthly supervision against sales targets and carries limited authority to approve discount allocation.

Key Accountabilities

• Support the achievement of operating targets by helping define and execute business plans aligned to service goals.
• Deliver efficient customer service by maintaining a guest-first approach and fulfilling the core duties of the role.
• Follow the company’s service-advisor standards and related procedures.
• Apply all policies and instructions related to safety, employee welfare, integrity, and brand image.

Major Responsibilities

• Perform pre-reception inspections by checking vehicle condition, visible damage, valuables, and accessories, then record findings on the inspection sheet and confirm the details with the customer.
• Help improve customer retention and GDI by maintaining professionalism throughout customer interactions.
• Coordinate with the Chief Technician to ensure repairs match customer expectations, including job allocation, initial diagnosis, and final vehicle inspection.
• Explain repair work, estimated charges, and promised delivery time to customers using the appropriate communication channels.
• Keep customers informed about repair progress and obtain approval for any additional parts or work needed, while avoiding unnecessary part replacement.
• Support a guest-centric, fix-it-right approach that strengthens after-sales quality through coordination with other center departments.
• Track spare parts with the Parts Department and Parts Supervisor to ensure timely repair completion and vehicle delivery.
• Carry out post-service follow-up on complaints and concerns, and escalate issues to the Workshop Floor Manager for resolution.
• Strengthen customer trust and confidence by consistently following service operation standards.
• Confirm the repair agreement with the customer so that the completed work matches the requested service.
• Review Job Controller entries to ensure correct operation numbers, repair records, and delivery-status updates, and use computerized time-control sheets for productivity analysis.
• Make sure the Chief Technician follows quality-control procedures to protect service integrity and brand standards.

Job Context

The role calls for advanced knowledge of customer and personal service practices, along with basic understanding of sales and promotion methods. It directly influences sales-target achievement and customer satisfaction results.

Framework, Boundaries, and Decision-Making Authority

The role requires basic knowledge of production systems designed to improve productivity. It also has direct responsibility for ensuring that parts are handled at the department’s target level, including conversion, receiving, binning, picking, and dispatching activities in the warehouse.

Organizational Focus

• The position plays a critical part in delivering strong customer satisfaction through high-quality service care.
• The role is essential in ensuring that the company’s vision, mission, values, and standard operating procedures are consistently applied.

Qualifications and Experience

A bachelor’s degree or equivalent is required, along with at least 5 years of experience in a service-related area.

Skills

The role requires strong time management, monitoring ability, active learning, stress tolerance, interpersonal skill, communication skill, achievement orientation, computer literacy, sound judgment, decision-making ability, social perceptiveness, problem sensitivity, inductive reasoning, and automotive technical knowledge, including pre-diagnostic questioning and troubleshooting.

Languages

English and Arabic are required.

Certification

Service Advisor Level 2 certification or membership is required.

Why Join Us

The organization offers the opportunity to work for a long-standing international employer with a broad footprint across the MENAT region and beyond. Its culture is shaped by respect, innovation, a pioneering spirit, and empowerment.