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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.

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.

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📌 Service advisor - operational professional 2 (Santiago de Querétaro)
🏢 Scania Nederland
📍 Santiago de Querétaro