Service Advisor, After Sales

Job Title: Service Advisor, After Sales

Candidates must be fluent in speaking English and Arabic.

Job Purpose

This role is responsible for delivering an exceptional customer experience by serving as the primary link between customers and the Service Centre. The role ensures efficient coordination of vehicle service and repair activities, achievement of customer satisfaction and retention objectives, maximization of service and parts sales opportunities, and compliance with company policies, quality standards and operational procedures.

Key Functional Responsibilities

• Serve as the main point of contact for customers throughout the service process and ensure a professional customer experience.

• Receive customers, understand vehicle concerns, conduct vehicle inspections and document vehicle conditions, accessories and customer requirements.

• Prepare accurate repair orders, service recommendations and cost estimates based on vehicle inspection findings and customer needs.

• Coordinate with technicians and workshop management to ensure proper diagnosis, repair planning and timely completion of work.

• Explain recommended repairs, estimated costs and delivery commitments to customers and obtain the necessary approvals before commencing work.

• Monitor repair progress and provide customers with regular status updates throughout the repair process.

• Obtain customer authorization for any additional repairs, parts or services identified during vehicle inspection or repair.

• Promote maintenance packages, service products, genuine parts and accessories to support both customer requirements and business objectives.

• Ensure all repairs are carried out in accordance with manufacturer guidelines, warranty requirements, quality standards and company procedures.

• Verify completed repairs and ensure all work has been accurately documented before vehicle delivery.

• Explain completed repairs, charges and future maintenance recommendations to customers during vehicle handover.

• Coordinate with the Parts Department to ensure parts availability and support timely repair completion and vehicle delivery.

• Manage customer complaints, concerns and post-service follow-up activities to ensure prompt resolution and customer satisfaction.

• Maintain accurate customer, vehicle, repair and warranty records within the Dealer Management System (DMS).

• Monitor repair quality, first-time-fixed performance, productivity and adherence to promised delivery timelines.

• Support customer retention initiatives, continuous improvement activities and service department objectives.

• Ensure compliance with health, safety, housekeeping and operational standards within the Service Centre.

Job Requirements

Education

• Diploma in Automotive Technology, Mechanical Engineering, Industrial Engineering or a related field.

• Bachelor’s degree in Automotive Engineering, Mechanical Engineering or a related discipline is preferred.

Experience

• Minimum 2 years of experience in a relevant field

• Previous dealership experience is preferred.

Core Competencies

1. Collaboration

Communicates clearly and transparently with others, shares information and works well within a team, valuing the positive contribution each person makes.

Required Level: Developing

2. Innovation

Generates or facilitates the generation of new and technology-enabled ideas, methods, products or solutions, and takes initiatives to venture into untapped opportunities.

Required Level: Developing

3. Results Driven

Creates and implements standards of excellence, ensuring consistent improvement and efficiency to achieve challenging organizational, work-related and career goals.

Required Level: Developing

4. Adaptability and Resilience

Recognizes and is open to changing, ambiguous and/or uncertain circumstances, adapting as necessary, overcoming challenges and turning setbacks into learning opportunities.

Required Level: Developing

5. Customer Focus

Understands and anticipates internal and external customer needs and takes action to provide high-quality products and services to exceed expectations.

Required Level: Developing

 

Job Requirements: Customer service, Vehicle inspection, Repair order preparation, Service recommendations, Cost estimation, Coordination with technicians, Repair planning, Customer communication, Status updates, Customer authorization, Maintenance promotion, Knowledge of manufacturer guidelines, Warranty compliance, Quality standards adherence, Repair verification, Documentation, Parts coordination, Complaint management, Post-service follow-up, Record maintenance, Dealer Management System (DMS), Repair quality monitoring, First-time fix performance monitoring, Productivity monitoring, Delivery timeline adherence, Health and safety compliance, Automotive Technology, Mechanical Engineering, Industrial Engineering, Collaboration, Innovation, Results Driven, Adaptability, Resilience, Customer Focus