Service Coordinator Al Futtaim Automotive BYD

About the Role

Al Futtaim Group is seeking a Service Coordinator for a full-time position. This role is central to managing service bookings, optimizing workshop capacity, and ensuring effective customer communication to support smooth and efficient aftersales operations.

Role Purpose and Impact

The Service Coordinator acts as the operational link between customers, Service Advisors, and the workshop. This position ensures that all appointments are accurately scheduled, workshop capacity is optimized, and customer interactions are handled professionally across all touchpoints. By maintaining booking discipline and proactive communication, the Service Coordinator directly contributes to workshop utilization, reduced no-show rates, and an improved customer experience. This role is critical in aligning customer demand with workshop capacity while supporting operational efficiency and service revenue generation.

Key Duties

• Manage inbound service booking requests received via calls, online platforms, and walk-in customers using the Dealer Management System (DMS).
• Optimize workshop loading by aligning technician availability, bay capacity, job complexity, and service priorities.
• Schedule appointments in a structured manner to maximize workshop utilization and minimize idle capacity.
• Coordinate priority bookings, including those for VIP customers, fleet accounts, recall campaigns, and OEM service programs.
• Monitor the booking pipeline and adjust schedules dynamically based on operational changes.

Core Responsibilities

• Confirm service appointments in advance and send reminders to minimize no-show and cancellation rates.
• Conduct pre-arrival calls to capture additional customer concerns and ensure Service Advisors are fully prepared for reception.
• Manage outbound campaigns for service reminders, recalls, and OEM customer engagement programs.
• Provide clear and professional communication to customers regarding appointment availability, preparation requirements, and expected timelines.

Experience Required

Candidates should possess 2-5 years of relevant experience in a similar coordination or customer service role, preferably within an aftersales or workshop environment.

Application Process

We invite qualified candidates to apply for this full-time Service Coordinator position.