Service Advisor - Operational Professional 2

JOB DESCRIPTION

Provide personalized customer service, ensuring the correct reception of units, service follow-up, coordination with the workshop, and vehicle delivery, all in accordance with the quality, safety, and customer satisfaction standards established by Scania.

• Acquire: In the learning phase to be able to apply the competence in work situations. Is able to apply the competence in work situations with help.
• Apply: Is able to apply the competence in work situations independently without help.
• Guide: Is able to apply the competence in work situations under extraordinary or complex conditions as well as to orient and guide other people.
• Transform: Is considered an expert and is able to drive the development of new concepts and methods.
• Innovate: Is considered an authority in the field, both internally and externally.

RESPONSIBILITIES

• Ensure a positive customer experience from the reception to the delivery of the unit.
• Perform timely follow-up on requested services.
• Clearly communicate the status and progress of the service.
• Manage documents related to the service order.
• Comply with customer service and quality policies and procedures.
• Detect opportunities for improvement or additional service sales.
• Capture and update data in the corresponding systems.
• Support the management of complaints and claims, seeking effective solutions.

TASKS

• Reception of units in the workshop.
• Opening and closing of service orders in the system.
• Constant communication with the client regarding the status of the unit.
• Coordination with the technical team for work scheduling.
• Review of service history and active policies.
• Validation and authorization of budgets with the client.
• Ensure that the unit is clean and ready for delivery.
• Register complaints or disagreements and channel them appropriately.
• Preparation of basic follow-up or satisfaction reports.
• Follow-up on scheduled appointments and ensuring punctuality.
• Support in the recovery of overdue portfolio associated with services.
• Proposal of complementary services (preventive maintenance, extended warranties, etc.).

EDUCATION

• High school, Associate degree and/or Bachelor's degree completed.
• Basic English desirable.

JOB PROFILE

• 1 year of experience in customer service or similar position.
• Basic knowledge of automotive mechanics.
• Management of service management systems (CRM, ERP, etc.).
• Orientation to results and customer satisfaction.
• Oral and written communication skills.
• Intermediate Office (Word, Excel, Outlook).
• Excellent service attitude and teamwork.