Service Advisor

Job Requisition ID: 177021

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the Role:

Service Advisor is to act as a point of contact to the customers with Strong rapport and liaison between customers and the workshop, ensuring their equipment’s service needs are understood and addressed promptly and effectively. SA provides guidance on service options, Time, and Cost Estimation & its adherence, communicate repair progress, Turnaround Time and strives to deliver excellent customer service to enhance satisfaction and loyalty.

What you will do:

• Engage with Customers & technicians, building strong rapport, empathise and clarify customer requests, engage with service team, and apprise them on the actual jobs to be carried out and the status.
• Prepare service quotation, prepare service reports – and follow Customer approval
• Follow up on customers' payments, clear all outstanding payments, and close the Job/WIPs immediately once completed (ensuring there are no aged WIPs pending).
• Upselling, value added Services, Additional job conversion, supplementary estimate approvals, Preventive maintenance, and parts recommendations (based on service reports & machine History), Service packages and AMC contracts
• Follow-up on Job completion with Workshop and spare parts. Ensuring the time & cost estimations are met
• Service Delivery – Perform billing, explanation of the Invoice & jobs carried out to the level of Customer Satisfaction
• number of Job cards to meet Business objective

Required Skills to be Successful

• Diploma or Bachelor of Automobile/Marine/Electrical or Mechanical Engineering.
• Experience with authorized OEM dealership – Out of which a minimum of 3 years as a Service Advisor, preferably in Generators / Marine engines.
• Automotive dealer/distributor business & workshop processes.
• Understanding of commercials, Service products, Service Contracts, Value added Services, Upselling techniques, maintenance, and parts requirements.
• Technical Knowledge & Concepts of Diesel Engines, Driveline, Electrical, and spares parts.
• Understanding of Warranty policy, Service guidelines, Complaint codes, Fault codes, Repair Operational codes, Customer Voice, ROT wise & Service wise parts consumption
• Strong knowledge of MS office, SAP, ARIBA, CRM / DBM.
• Arabic Speaker (preferable) with a professional English level.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.