مستشار خدمة المركبات الكهربائية (EV)

Job Responsibilities:

• Identify and assess electric vehicle (EV) concerns by listening to customers, clarifying reported symptoms, reviewing vehicle maintenance records, and coordinating vehicle inspections and diagnostic checks with the technical team.
• Understand EV-specific systems, including high-voltage batteries, electric motors, charging systems, and regenerative braking, to communicate customer concerns effectively to the workshop team.
• Coordinate with EV technicians to ensure accurate diagnosis, repair planning, and timely resolution of technical issues.
• Prepare detailed cost estimates for repairs, replacement parts, and labor, ensuring transparency regarding customer payments, deductibles, and warranty coverage.
• Create and manage repair orders (ROs), documenting reported symptoms, diagnostic findings, required repairs, and recommended maintenance services while obtaining the necessary customer approvals.
• Explain technical issues, repair recommendations, estimated costs, and expected vehicle delivery timelines to customers in a clear and professional manner.
• Maintain strong customer relationships by addressing inquiries, providing regular repair updates, and ensuring a smooth customer experience throughout the service journey.
• Achieve and exceed Customer Satisfaction Index (CSI) targets by delivering high-quality service and following up with customers to ensure their satisfaction.
• Promote genuine EV parts, accessories, charging solutions, and manufacturer-recommended maintenance services to enhance vehicle performance, reliability, and customer satisfaction.
• Verify warranty and service contract coverage for EV components, including high-voltage batteries and electric powertrain systems, in accordance with manufacturer policies.
• Ensure compliance with EV workshop safety procedures by coordinating with qualified technicians and following established high-voltage safety requirements.
• Stay updated on EV technologies, manufacturer service bulletins, diagnostic procedures, warranty policies, and new developments in electric vehicle maintenance.

Minimum Qualifications

• Bachelor's degree in Mechanical, Electrical, or Power Engineering.

Minimum Experience

• 3–5 years of experience in the automotive industry is required.
• Previous experience with electric vehicles (EVs), hybrid vehicles, or EV workshop operations is highly preferred.
• Experience in customer service, service advising, or automotive aftersales is an advantage.

Job-Specific Skills

• Excellent interpersonal and customer communication skills.
• Excellent command of English.
• Strong problem-solving and analytical skills.
• Effective negotiation and conflict-resolution skills.
• Good understanding of automotive systems and EV technology.
• Ability to explain technical issues and repair recommendations in customer-friendly language.
• Strong organizational skills and attention to detail.
• Customer-focused mindset with a commitment to achieving CSI targets.
• Ability to coordinate effectively with workshop technicians and other aftersales team members.
• Awareness of high-voltage safety principles and EV workshop procedures.