Service Advisor

Job Description: Service Advisor – Automotive

The Service Advisor serves as the primary liaison between customers and the workshop. They are responsible for understanding customer concerns, preparing accurate job cards, recommending necessary services, and ensuring timely and high-quality delivery of vehicles. The role requires strong communication skills, technical understanding of automotive systems, and a focus on customer satisfaction.

Key Responsibilities

Customer Interaction

• Greet customers and understand their vehicle concerns and service requirements.
• Document customer complaints clearly and translate them into actionable repair orders/job cards.
• Provide accurate service estimates including costs, labor, and timelines.
• Communicate recommended maintenance and repair services and obtain customer approval.

Service Coordination

• Coordinate with the workshop team (technicians, parts, quality control) to ensure proper service workflow.
• Monitor vehicle progress and update customers proactively on status, delays, or additional findings.
• Ensure availability and correct issuance of spare parts required for service tasks.
• Conduct final inspection in coordination with technicians before delivery.

Delivery & Follow-Up

• Explain the work performed, billing details, and warranty coverage to the customer at delivery.
• Ensure timely closure of service orders and maintain accurate documentation.
• Follow up with customers post-service to ensure satisfaction and gather feedback.
• Handle customer concerns, escalations, and coordinate with management for resolutions.

Sales & Service Targets

• Achieve monthly service revenue, upselling, and customer satisfaction (CSI) targets.
• Promote value-added services, annual maintenance contracts, extended warranties, etc.
• Drive repeat business by building strong customer relationships.

Required Skills & Competencies

• Strong communication and interpersonal skills.
• Basic to intermediate knowledge of automotive systems and repair processes.
• Customer-focused approach with problem-solving skills.
• Ability to multitask in a fast-paced workshop environment.
• Familiarity with DMS (Dealer Management System) software preferred.

Qualifications

• Diploma/Degree in Automobile Engineering or related field (preferred).
• 1–3 years of experience as a Service Advisor or in automotive customer service (freshers may be considered based on company policy).

Work Environment

• Service center/workshop setting.
• Requires regular interaction with customers, technicians, suppliers, and management.
• May involve standing for long periods and occasional test drives.

Job Type: Full-time

Pay: AED3,000.00 - AED3,500.00 per month