Service Coordinator | Al-Futtaim Automotive - BYD | KSA
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Key skills for this role
About the Role
Al-Futtaim Automotive is seeking a Service Coordinator to manage service bookings, workshop capacity, and customer communication. The role ensures efficient aftersales operations by optimizing scheduling and supporting customer engagement.
Key Skills for This Role
Responsibilities
- Manage inbound service booking requests via calls, online platforms, and walk ins using DMS.
- Optimize workshop loading by aligning technician availability, bay capacity, and job complexity.
- Confirm service appointments and send reminders to minimize no show rates.
- Conduct pre arrival calls to capture additional customer concerns.
- Coordinate customer mobility solutions such as loan vehicles and shuttle services.
- Prepare daily, weekly, and monthly reports on booking volumes and capacity utilization.
Requirements
- Diploma or Bachelor's Degree in Business Administration, Automotive, or related field
- Minimum 2 4 years of experience in automotive dealership aftersales, contact center, or customer coordination role
- Prior experience in appointment booking, workshop scheduling, or service CRM operations strongly preferred
Full Job Posting
Position Summary
- The Service Coordinator manages service bookings, workshop capacity planning, and customer communication to ensure smooth aftersales operations.
Appointment Booking & Capacity Planning
- Manage inbound service booking requests via calls, online platforms, and walk ins.
- Optimize workshop loading by aligning technician availability and bay capacity.
- Schedule appointments to maximize workshop utilization.
- Coordinate priority bookings for VIP, fleet, and recall campaigns.
- Monitor booking pipeline and adjust schedules dynamically.
Customer Communication & Engagement
- Confirm service appointments and send reminders to minimize no shows.
- Conduct pre arrival calls to capture additional customer concerns.
- Manage outbound campaigns for service reminders and recalls.
- Provide clear communication regarding appointment availability.
Operational Support & Coordination
- Coordinate customer mobility solutions such as loan vehicles and shuttle services.
- Support Service Advisors by tracking open Repair Orders.
- Ensure accurate customer data in DMS.
- Assist in balancing daily operational workload.
Reporting & Performance Monitoring
- Prepare daily, weekly, and monthly reports on booking volumes and capacity utilization.
- Track KPIs such as appointment conversion and no show rate.
- Identify capacity constraints and operational inefficiencies.
- Maintain data accuracy in CRM and DMS systems.
Customer Experience & Compliance
- Handle customer inquiries and initial complaints professionally.
- Support post service follow up activities.
- Ensure compliance with OEM communication standards and data protection.
- Maintain consistent customer experience across touchpoints.
Educational Requirements
- Diploma or Bachelor’s Degree in Business Administration, Automotive, or related field.
Experience Requirements
- Minimum 2–4 years in automotive dealership aftersales, contact center, or customer coordination role.
- Prior experience in appointment booking, workshop scheduling, or service CRM operations strongly preferred.
- Exposure to high volume service operations is an advantage.
Technical Skills
- Proficiency in DMS for service booking and customer data management.
- Strong Microsoft Excel skills for reporting and analysis.
- Familiarity with CRM systems and outbound calling platforms.
- Ability to manage scheduling systems and optimize resource allocation.
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