Service Advisor Al Futtaim Automotive BYD

About the Role of Service Advisor

Al Futtaim Group is seeking a Service Advisor to serve as the primary customer touchpoint within the aftersales journey. This full-time role involves managing the end-to-end service experience, from vehicle reception to final delivery. The Service Advisor is responsible for accurate diagnosis intake, transparent estimates, and timely communication, contributing to service revenue, value-added sales, and customer satisfaction targets.

Role Contribution and Impact

A high-performing Service Advisor combines strong technical understanding with commercial awareness and customer relationship skills. This role is critical for driving both workshop profitability and customer loyalty. By ensuring smooth coordination between customers, workshop operations, parts, and warranty teams, the Service Advisor plays a key role in improving Net Promoter Score (NPS), increasing customer retention, and protecting the dealership’s aftersales reputation.

Key Duties

• Greet customers professionally, accurately understand vehicle concerns, and conduct a complete vehicle walk-around inspection during reception.
• Prepare detailed Repair Orders (ROs) with clear job descriptions, transparent estimates, expected completion timelines, and customer approvals.
• Proactively identify additional repair requirements and recommend value-added services aligned with OEM service intervals and vehicle condition.
• Ensure proper documentation of customer complaints, service history, and technical observations to support workshop efficiency and repair quality.

Core Responsibilities

• Coordinate closely with Workshop Supervisors and Technicians to monitor repair progress against promised delivery timelines.
• Obtain customer approval for any additional repairs identified during workshop diagnosis before work commencement.
• Maintain proactive communication with customers regarding job progress, delays, revised estimates, and final delivery scheduling.
• Monitor work-in-progress (WIP) and ensure no unnecessary delays or aging repair orders impact customer satisfaction or workshop efficiency.

Experience Required

Candidates should possess 2-5 years of relevant experience in a service advisor role or similar customer-facing position within the automotive aftersales sector.

Application Process

We encourage qualified candidates to apply for this full-time Service Advisor position. Salary details will be discussed during the interview process.