Service Advisor Al Futtaim Automotive BYD

About the Role

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

Role Purpose and Impact

The Service Advisor combines technical understanding with commercial awareness and customer relationship skills to enhance workshop profitability and customer loyalty. This position plays a critical role in improving Net Promoter Score (NPS), increasing customer retention, and protecting the dealership’s aftersales reputation by ensuring smooth coordination between customers, workshop operations, parts, and warranty teams.

Key Responsibilities

• 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.
• 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) to prevent unnecessary delays or aging repair orders that could impact customer satisfaction or workshop efficiency.
• Achieve monthly targets for labor sales, parts revenue, and value-added products such as tires, batteries, accessories, and service contracts.
• Promote menu pricing, service packages, and OEM-recommended preventive maintenance plans during every customer interaction.
• Maximize service retention and upselling opportunities while maintaining customer trust and service transparency.
• Support conversion of warranty, insurance, and fleet business in line with company commercial and operational guidelines.
• Personally hand over completed vehicles to customers, explaining the work completed, invoice details, and future service recommendations.
• Conduct post-service follow-up calls within agreed timelines to confirm customer satisfaction and resolve outstanding concerns.
• Handle customer complaints professionally and coordinate with the Service Manager to resolve escalations while protecting NPS / CSV performance.
• Build strong customer relationships that support repeat business, retention, and a positive dealership reputation.
• Maintain accurate customer records, service history, Repair Orders, and warranty claims within the Dealer Management System (DMS).
• Follow up on credit customer payments and ensure receivables are collected within agreed commercial terms.
• Ensure compliance with OEM warranty policies, audit requirements, and dealership operational standards.
• Support service campaigns, recalls, and service reminders in coordination with CRM and Aftersales teams.

Qualifications and Experience

• 2-5 years of experience in a relevant service advisor role.
• Strong technical understanding of automotive systems.
• Demonstrated commercial awareness and customer relationship skills.

Work Type

This is a full-time position.