Job Description

JOB OVERVIEW

The Service Advisor is the customer's point of contact for every service, repair and warranty visit. The role manages the customer side of each visit, from booking and vehicle reception through explaining the work, keeping the customer informed and handing the vehicle back, whether the work is carried out in the company's own workshop or by an external service partner. The role is the face of the brand after the sale, and for a new brand in the UAE market, the standard of each interaction shapes how customers judge the brand as a whole.

KEY DUTIES & RESPONSIBILITIES

Service Booking & Vehicle Reception

Receive service and repair requests by phone, email, messaging and walk in, and schedule appointments against available workshop capacity.
Receive customers and vehicles, record the customer's concerns accurately, and complete the vehicle check in covering mileage, condition and personal items.
Open the job card and hand the vehicle to the workshop with a clear description of the work required.
Arrange vehicle collection and delivery for customers where the service is offered.

Customer Communication

Explain the diagnosis, work required, costs and estimated completion time in clear, nontechnical language.
Obtain customer approval before any additional or chargeable work is carried out.
Update customers proactively on progress, parts availability and any delay, without waiting for the customer to follow up.
Explain warranty coverage, exclusions and the outcome of warranty decisions to customers.

Job Tracking & Handover

Track each vehicle from drop off to completion, and escalate delays against agreed turnaround times to the After-Sales Manager.
Confirm that the vehicle has passed final inspection before handover, then explain the work completed and any recommendations to the customer.
Ensure invoices for chargeable work are correct and consistent with the approved estimate, and process customer payment where applicable.

Follow Up & Complaints

Conduct follow up calls after each visit, record feedback and log complaints in the case system.
Resolve first level complaints and escalate unresolved or sensitive cases to the After-Sales Manager.

POSITION REQUIREMENTS

Educational Qualifications

Diploma or bachelor's degree in Automotive Technology, Engineering, Business, or a related field.
High school education combined with substantial service advisor experience will be considered.

Work Experience

3 to 5 years as a Service Advisor at a UAE dealership or authorized workshop.
Experience explaining warranty decisions and handling customer complaints.
Experience with a new brand launch or Chinese automotive brands is an advantage.

Skills & Personal Attributes

Working knowledge of vehicle systems sufficient to explain diagnoses and repairs to customers.
Understanding of service intervals, repair estimates and warranty terms.
Proficiency in dealer management systems, including opening and closing job cards, and MS Office.
Excellent customer service skills, with a calm and professional manner under pressure.
Well organized; able to track multiple open jobs without losing sight of any customer.
Fluency in English; Arabic is an advantage.
UAE driver's license.