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. Customer Service * 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 Requirements Minimum Requirements for the Role Qualifications: University Degree in Engineering or related field Experience: Minimum 1 year of experience in automotive maintenance Knowledge, Skills and Abilities: Excellent verbal and written communication skills, Excellent computer skills, Fluent in English and Arabic, and Excellent interpersonal skills