Job Description

Job based in Dubai

Mercury engine certifications/background only

JOB PURPOSE

The Service Advisor and Warranty Coordinator Associate is responsible for managing customer service interactions, coordinating warranty claims, and ensuring timely and accurate processing of engine repairs and parts replacements. This role bridges customer support with technical services, ensuring all issues are resolved efficiently while adhering to warranty guidelines and service standards.

DUTIES & RESPONSIBILITIES

1. Act as the first point of contact for customers seeking service advice, information on products, and warranty-related inquiries.

2. Process warranty claims according to company and manufacturer guidelines.

3. Verify warranty coverage and manage the documentation of service history, parts, and repairs.

4. Work closely with the technical team to assess warranty claims and ensure proper execution of repairs.

5. Schedule repair appointments, ensuring that service timelines are met and customers are updated on progress.

6. Coordinate with the service department to manage technician workload and optimize service efficiency.

7. Assist customers with parts inquiries, helping them identify and order the correct components.

8. Work with the inventory team to ensure availability of necessary parts for repairs and warranty services.

9. Provide detailed reports to management on service operations, warranty claims, and customer feedback.

10. Stay updated on the latest engine technologies and product specifications to provide informed recommendations to customers.

11. Collaborate with the technical team to ensure accurate assessments and service suggestions.

MINIMUM QUALIFICATIONS AND EXPERIENCE

1. Bachelor's degree in related field

2. Proven experience in the marine engine or automotive service industry.

3. Understanding of engine systems (marine, automotive) to provide service advice and assess technical issues.

4. Familiarity with Mercury Marine products and warranty processes.

5. Proficient in using SAP ERP for managing service orders, warranty claims, and parts inventory.

1.Excellent

verbal and written communication skills.

Excellent interpersonal, negotiation, and conflict resolution skills.

Excellent organizational skills and attention to detail.

Strong analytical and problem-solving skills.

Ability to prioritize tasks and to delegate them when appropriate.

Ability to act with integrity, professionalism, and confidentiality.

Thorough knowledge of employment-related laws and regulations.

10. Computer proficiency, MS Office (Word, Excel, PowerPoint), ERP (SAP) is an advantage.

KEY SKILLS AND COMPETENCIES

FUNCTIONAL SKILLS & COMPETENCIES

1. Strong technical knowledge of mercury marine engines & spare parts.

2. Proficient in using SAP ERP to manage service orders, warranty claims, and parts inventory.

3. Expertise in handling warranty claims, verifying coverage, and coordinating repairs in line with manufacturer standards.

GENERAL SKILLS & COMPETENCIES

1. Strong ability to interact with customers, address inquiries, and explain technical issues clearly.

2. Quick thinking and analytical skills to resolve service and warranty issues effectively.

3. Ability to manage multiple tasks, prioritize service orders, and maintain accurate records.

Job Types: Full-time, Contract
Contract length: 24 months

Pay: RM6,200.00 - RM8,300.00 per month

Work Location: In person