Service Advisor

Position Overview

Act as the primary point of contact for customers, manage service appointments (including pre arrival preparation), create accurate job orders, coordinate with internal teams, and ensure timely and quality service delivery while maintaining high customer satisfaction. The Service Advisor also owns the communication and coordination for Vehicle Off Road (VOR) cases, ensuring priority handling, safety, and transparency throughout the repair journey.

Key Responsibilities

1. Appointment Management & Pre-Arrival Preparation

Set up and manage service and mobile appointments in line with Lucid standards and Service (Appt-Preparation).

Confirm bookings and reschedule as needed; ensure workshop capacity and technician skill availability are considered.

Perform pre-arrival checks for upcoming appointments (e.g., 48 hours before visit):

Review appointment details, customer concerns, and vehicle history.

Coordinate with Parts Advisor to verify parts availability, create pre-picks, or trigger special orders; record ATP/ETA in the work order.

Flag constraints (e.g., parts backorder, capacity issues) to Workshop Supervisor / Service Manager and adjust promise times if required.

Confirm customer attendance, transportation needs, and any special instructions (e.g., contactless, valet, mobile vs. in-shop).

For vehicles already reported as VOR (from Roadside / Customer Care):

Ensure the appointment / work order is clearly marked as VOR and prioritized in the schedule.

Coordinate with Roadside / towing provider and driver for drop-off timing and location.

2. Customer Interaction & Vehicle Intake

Greet customers professionally, capture language preference, contact details, and preferred communication method (call/SMS/WhatsApp/email as per policy).

Perform or coordinate a walk-around inspection at check-in (with concierge / technical advisor where applicable):

Record exterior/interior condition, SoC, warning lights, and kilometrage.

Capture photos/videos and upload to the work order system.

Switch data sharing on

Validate and document customer concerns (following Three Cs logic: Concern/Condition).

Obtain customer approval for the initial work scope and diagnostic plan, including any diagnostic charges.

Submit the completed intake form and confirm all mandatory fields and attachments are present before handing off to the workshop.

3. Job Creation, Coding & Internal Coordination

Create work orders in CRM / Salesforce with complete and accurate details:

Customer and vehicle data (VIN, kilometrage, plates).

Detailed concerns and symptoms.

Job codes, op codes, pay types (warranty, goodwill, internal, customer-pay) according to Lucid standards.

Coordinate with Team Leader / Workshop Supervisor for job allocation and Technical Advisor / Master Tech for diagnostic approach where necessary.

Clearly indicate VOR status and any special conditions (safety-critical, stranded vehicle, substitute transport in use) in the work order.

Ensure all required documents (license, insurance, warranty coverage, prior estimates) are attached to the work order.

4. Quotation, Authorization & VOR Handling

Prepare accurate quotations for labor and parts (and sublet where applicable) using current pricing and op codes.

Present estimates clearly to customers, explaining:

What is required now (safety-critical, VOR-related) vs. recommended later.

Warranty, goodwill, or campaign coverage where applicable.

Obtain and document customer approval (signature / electronic consent) before proceeding.

For VOR cases:

Expedite diagnosis and initial estimate to reduce vehicle down time.

Coordinate with Parts Advisor for VOR parts escalation (backorders, cross-dock, express shipping) and record updated ETAs.

Align with Service Manager / Workshop Supervisor on priority bay / technician assignment.

Provide more frequent and proactive updates to the customer on progress, parts status, substitute transport, and expected completion.

5. Additional Repairs, Payments & Documentation

During job execution, handle any additional repair findings:

Receive technician reports (additional concerns, safety items, wear & tear).

Prepare and present revised quotation to customers.

Obtain updated authorization.

Confirm parts availability and update promise time if scope changes.

Ensure complete and compliant documentation:

Go through car and perform walk around and Switch data sharing off.

All supporting forms (e.g., multipoint inspection, diagnostic forms, QC forms) are present and attached where required.

All pay types, job codes, and notes align with Service & Warranty requirements.

Ensure payment completion prior to vehicle release, respecting local rules (ZATCA / e-invoice, B2C/B2B requirements, etc.).

Generate and review final invoices with the customer; explain charges and work performed.

Collect payment through payment channels

6. Communication, Gate Pass / Delivery

Provide timely status updates to customers throughout the repair cycle:

Diagnosis complete, awaiting approval.

Parts on order / ETA.

In progress, in QC, in wash/detail.

Complete wo, costing complete.

If notes are available, confirm this note is available in service invoice notes

Ready for pickup.

For VOR vehicles, maintain more frequent and structured updates, especially when ETAs or promise times change.

During redelivery:

explain work performed and any remaining observations.

Collect payment through payment channel

Explain next service steps and maintenance recommendations.

Issue gate pass, and guide customer to delivery area

Strong customer service and communication skills, including handling escalations and VOR situations calmly and professionally.

Basic to intermediate technical understanding of automotive and EV systems.

Proficiency in CRM / Salesforce / DMS and MS Office; comfortable working with digital forms and photo/video documentation.

Ability to understand and apply Service & Warranty BRD rules (job codes, pay types, documentation).

Good problem-solving, prioritization, and time management skills, especially under pressure from VOR and high-priority cases.

Attention to detail in documentation, estimates, and system entries.

Minimum Qualifications