Service Coordinator | Al-Futtaim Automotive - BYD | KSA

Service Coordinator - Al-Futtaim Automotive - BYD | KSA

The Service Coordinator plays a pivotal role in ensuring smooth and efficient aftersales operations at Al-Futtaim Automotive - BYD in KSA. This position serves as the operational backbone, connecting customers, Service Advisors, and the workshop to optimize service bookings, capacity planning, and customer communication.

• Appointment Booking & Capacity Planning:
• Manage service bookings via calls, online platforms, and walk-ins using the Dealer Management System (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, and OEM service programs.
• Monitor booking pipeline and adjust schedules dynamically based on operational changes.
• Customer Communication & Engagement:
• Confirm service appointments and send reminders to minimize no-shows and cancellations.
• Conduct pre-arrival calls to capture additional customer concerns and prepare Service Advisors.
• Manage outbound campaigns for service reminders, recalls, and customer engagement programs.
• Provide clear and professional communication regarding appointment availability, preparation requirements, and expected timelines.
• Operational Support & Coordination:
• 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.
• Assist in balancing daily operational workload and supporting smooth workshop flow.
• Reporting & Performance Monitoring:
• 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.
• Identify capacity constraints, booking gaps, and operational inefficiencies, escalating issues to the Service Manager with recommended actions.
• Maintain data accuracy within CRM and DMS systems to support reliable reporting and business insights.
• Customer Experience & Compliance:
• Handle customer inquiries and initial complaints professionally, ensuring timely escalation of sensitive issues.