Service Advisor - KSA

Job Purpose

The Service Advisor acts as the primary liaison between customers and the workshop team. Their role is to understand customer concerns, create accurate job estimates, open Service Orders (SOs), coordinate repair progress with the Workshop Controller/Team Leader, ensure timely invoicing and payment, and deliver a seamless service experience. The Service Advisor ensures transparent communication, high customer satisfaction, and smooth workflow within the service reception area.

Key Responsibilities

1. Customer Experience

• Greet customers professionally and accurately capture vehicle concerns
• Handle inquiries and complaints with timely resolution or escalation
• Keep customers updated on job progress, costs, and timelines
• Conduct follow-ups and support service retention initiatives

2. Service Operations

• Manage appointments and maintain accurate service records
• Perform vehicle walkarounds and prepare estimates/service orders
• Obtain approvals and coordinate with workshop teams for timely completion
• Monitor job progress and ensure adherence to promised delivery times

3. Invoicing & Delivery

• Review invoices for accuracy and coordinate payments
• Ensure smooth vehicle handover with clear explanation of work performed

4. Warranty & Promotions

• Assess and process warranty cases as per guidelines
• Promote service packages, campaigns, and additional offerings

Experience

• Minimum 2-4 years experience as a Service Advisor or similar role in a franchise dealership or authorized service center.
• Experience handling warranty documentation and liaising with OEM warranty departments is highly preferred.
• Experience with DMS/ERP systems and workshop scheduling tools is required.

Qualifications

Diploma or Bachelor's degree in Automotive Technology, Mechanical Engineering, Business, or a related field preferred.