Service Coordinator | Al-Futtaim Automotive - BYD | KSA
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Key skills for this role
About the Role
Al-Futtaim Automotive - BYD is seeking a Service Coordinator to manage service bookings, workshop capacity planning, and customer communication for aftersales operations. Requires a diploma or degree and 2-4 years of experience in automotive dealership aftersales or customer coordination.
Key Skills for This Role
Responsibilities
- Manage inbound service booking requests via calls, online platforms, and walk in customers using DMS
- Optimize workshop loading by aligning technician availability, bay capacity, job complexity, and service priorities
- Schedule appointments to maximize workshop utilization and minimize idle capacity
- Coordinate priority bookings including VIP customers, fleet accounts, recall campaigns, and OEM service programs
- Confirm service appointments in advance and send reminders to minimize no show and cancellation rates
- Conduct pre arrival calls to capture additional customer concerns
- Manage outbound campaigns for service reminders, recalls, and OEM customer engagement programs
- Coordinate customer mobility solutions such as loan vehicles, shuttle services, and waiting area arrangements
- Prepare daily, weekly, and monthly reports on booking volumes, show up rates, workshop capacity utilization, and operational trends
- Track key performance indicators such as appointment conversion, no show rate, outbound call performance, and booking efficiency
Requirements
- Diploma or Bachelor’s Degree in Business Administration, Automotive, or a related field
- Minimum 2–4 years of experience in an automotive dealership aftersales environment, contact center, or customer coordination role
- Proficiency in Dealer Management Systems (DMS) for service booking, customer data management, and appointment tracking
- Strong Microsoft Excel skills for reporting, analysis, and performance tracking
- Familiarity with CRM systems, outbound calling platforms, and customer engagement tools
Full Job Posting
Position Summary
- The Service Coordinator is responsible for managing service bookings, workshop capacity planning, and customer communication to ensure smooth and efficient aftersales operations.
- The role acts as the operational backbone between customers, Service Advisors, and the workshop by ensuring all appointments are accurately scheduled, workshop capacity is optimized, and customer interactions are handled professionally across all touchpoints.
- This position plays a critical role in aligning customer demand with workshop capacity while supporting operational efficiency and service revenue generation.
Key Responsibilities
- Manage inbound service booking requests via calls, online platforms, and walk in customers using the Dealer Management System (DMS).
- Optimize workshop loading by aligning technician availability, bay capacity, job complexity, and service priorities.
- Schedule appointments in a structured manner to maximize workshop utilization and minimize idle capacity.
- Coordinate priority bookings including VIP customers, fleet accounts, recall campaigns, and OEM service programs.
- Monitor booking pipeline and adjust schedules dynamically based on operational changes.
- Confirm service appointments in advance and send reminders to minimize no show and cancellation rates.
- Conduct pre arrival calls to capture additional customer concerns and ensure Service Advisors are fully prepared for reception.
- Manage outbound campaigns for service reminders, recalls, and OEM customer engagement programs.
- Provide clear and professional communication to customers regarding appointment availability, preparation requirements, and expected timelines.
- Coordinate customer mobility solutions such as loan vehicles, shuttle services, and waiting area arrangements.
- Support Service Advisors by tracking open Repair Orders and escalating delayed jobs or aging work in progress (WIP) cases.
- Ensure accurate and up to date customer data in the DMS, including contact details, ownership updates, and service preferences.
Skills
- Educational Requirements: Diploma or Bachelor’s Degree in Business Administration, Automotive, or a related field.
- Experience Requirements: Minimum 2–4 years of experience in an automotive dealership aftersales environment, contact center, or customer coordination role.
- Prior experience in appointment booking, workshop scheduling, or service CRM operations is strongly preferred.
- Exposure to high volume service operations and customer interaction environments is an advantage.
- Technical Skills: Proficiency in Dealer Management Systems (DMS) for service booking, customer data management, and appointment tracking.
- Strong Microsoft Excel skills for reporting, analysis, and performance tracking.
- Familiarity with CRM systems, outbound calling platforms, and customer engagement tools.
- Ability to manage scheduling systems and optimize resource allocation.
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