Service Advisor (Uhuru Highway Branch)

Role Overview

This role is the human bridge between technical engineering decisions and the daily reality of customers operating mechanical and automotive products. You will spend your days diagnosing customer-reported faults, explaining technical resolutions in language that non-engineers can act on, and turning repetitive issues into structured improvements for the engineering team. Because the product failures you log can shape future design revisions and quality controls, your ability to stay methodical and service-oriented directly affects both customer loyalty and the company’s reputation for dependable equipment.

Key Responsibilities

• Act as the escalation point for technical product inquiries from customers, distributors, and service partners, providing accurate and complete solutions within agreed response times.
• Review and interpret fault codes, logbooks, sensor data, and scheme diagrams to identify the root cause of mechanical malfunctions — then issue clear corrective instructions for the customer’s own maintenance team.
• Document every service case in a central tracking system, ensuring that part numbers, operating conditions, resolution steps, and customer follow-up notes remain traceable for future audits and warranty decisions.
• Collaborate with design and production engineers to investigate repeat failures, contributing field observations and customer feedback to root-cause analysis sessions.
• Write and update technical bulletins, troubleshooting checklists, and installation guides that help customers avoid recurring service issues.
• Lead structured customer briefings and training calls that demonstrate proper product handling, routine maintenance procedures, and recommended spare-part ordering.
• Help refine internal customer-service workflows by proposing improvements to documentation templates, response scripts, and cross-department handover processes.

Requirements & Qualifications

• A diploma in Mechanical Engineering, Automotive Engineering, Business Administration, or a closely related technical field.
• At least five years of hands-on work experience in an engineering or industrial context, including no fewer than three years spent in a dedicated customer service or customer-relations role.
• Demonstrated technical competency — read and explain product specifications, international standards, hydraulic layouts, service manuals, and failure reports without supervision.
• Excellent listening skills and the ability to extract accurate fault descriptions from customers who may be frustrated or unsure of the technical details.
• A methodical attitude toward record keeping and evidence collection, so every customer case can be used for root-cause analysis or future reference.
• Confidence working in a team that spans engineering, quality control, sales, and external partners, with the verbal communication skills to keep all parties aligned.