Service Advisor

About the role

The Service Advisor acts as the primary liaison between customers and the workshop, ensuring service requests are accurately captured, quoted, and delivered on time. This position is essential for driving customer satisfaction, loyalty, and revenue growth within Al Futtaim Automotive’s service department.

Key responsibilities

• Engage with customers and technicians to understand service needs and provide clear guidance on time and cost estimates.
• Prepare accurate service quotations, obtain customer approvals, and generate detailed service reports.
• Track approved and invoiced jobs, produce lost‑sales reports, and manage outstanding payments to minimise aged WIP.
• Promote upselling of additional jobs, preventive maintenance, and parts based on service history and machine diagnostics.
• Coordinate job execution with workshop and spare‑parts teams, ensuring adherence to agreed timelines and budgets.
• Handle billing, explain invoices to customers, and conduct post‑service feedback calls to improve the Customer Satisfaction Index.
• Maintain system transactions, including quotations, job orders, delivery notes, gate passes, and billing, while ensuring documentation complies with ISO standards.

Required profile

• Diploma or Bachelor’s degree in Automobile, Marine, Electrical or Mechanical Engineering.
• Minimum 8 years of experience in an authorized OEM dealership, with at least 5 years as a Service Advisor, preferably in generators or marine engines.
• Strong knowledge of automotive dealer/distributor operations, workshop processes, diesel engines, driveline, electrical systems and spare‑parts management.

Required skills

• Proficiency in MS Office.
• Experience with SAP.
• Familiarity with ARIBA.
• Use of CRM/DBM systems.