Automotive Service Advisor

About the Role

The Service Advisor is the customer-facing professional in the service department, acting as the bridge between customers, workshop/technicians, and parts departments. For BAIC, this role requires ensuring customer satisfaction, efficient operations, accurate service estimates, and compliance with BAIC / OEM standards.

Key Responsibilities

• Greet customers arriving for service, discuss their vehicle issues (symptoms), understand their service and repair needs.
• Coordinate with technicians to inspect, diagnose, and provide clear service recommendations.
• Prepare job cards/work orders, detailing customer complaints, proposed repair tasks, parts required, labor time, and costs.
• Provide cost estimates, get approvals from customers, and explain what the service will cover vs what may be extra.
• Monitor progress of service jobs; communicate with customers on delays, additional work, or parts back-orders.
• Track workshop throughput; ensure jobs are completed on time and delivery dates met.
• Perform final inspection upon job completion; ensure quality standards are met; deliver vehicle back to customer.
• Explain bill/invoice to customer: what work was done, parts used, cost breakdown, warranty or service contract terms if relevant.
• Upsell additional services, maintenance packages, accessories where appropriate, in line with BAIC’s policies.
• Maintain accurate customer & vehicle records in the DMS / CRM: service history, parts used, feedback, complaints.
• Handle customer feedback or complaints; follow up to ensure satisfaction and retention.
• Liaise with parts department to ensure parts availability and manage delays.
• Stay updated on BAIC technical bulletins, warranty rules, recall campaigns, service campaigns.
• Help ensure the workshop environment is clean, organised, and that service delivery meets brand standards.

Qualifications & Experience

• Diploma or degree in Automotive / Mechanical Engineering, or related technical field is preferred.
• Minimum 2-4 years experience as a service advisor or similar role in automotive dealership/workshop environment; OEM brand experience is a strong plus.
• Technical understanding of vehicles: engines, transmission, electronics; ability to understand diagnostics reports.
• Strong customer service skills; ability to explain technical matters in simple terms to customers.
• Excellent communication (English mandatory; Arabic is a plus).
• Good negotiation and upselling skills.
• Proficiency with computer systems: job card systems, diagnostic tools, parts & inventory systems, appointment scheduling software.
• Valid UAE driving licence.

Job Type: Full-time