Service Advisor

Role Purpose

To provide professional customer service, coordinate service-related requirements, maintain accurate job cards and work-in-progress records, support labour and parts sales targets, and ensure a positive customer experience while achieving the desired Customer Satisfaction Index (CSI).

Key Responsibilities

- Create pre-orders and job cards in the Dealer Management System (DMS), ensuring accurate customer details and descriptions of vehicle concerns.
- Record notes, comments, existing vehicle damage, and missing items during vehicle reception.
- Obtain customer signatures on job cards and ensure all required documentation is complete.
- Coordinate with the Foreman to determine the work required and prepare accurate job cards.
- Keep customers informed about service progress and provide regular follow-up calls.
- Maintain and regularly update Work-in-Progress (WIP) reports.
- Assist other Service Advisors whenever required.
- Conduct an initial assessment of whether repairs may be covered under warranty or charged to the customer.
- Obtain customer approval before proceeding with repairs and maintain supporting records.
- Review customer service history to identify previous repairs or recurring concerns.
- Advise customers on required services and the overall performance of their vehicles.
- Coordinate with the Customer Relations Representative to resolve customer complaints.
- Support the achievement of labor sales, parts sales, and customer satisfaction targets.
- Complete assigned online training and maintain up-to-date product and service knowledge.
- Maintain a professional appearance and attitude when dealing with customers and colleagues.
- Maintain company assets and ensure the work area is clean and organized.
- Follow all company health, safety, and quality procedures.
- Perform other duties assigned by the Country Service Manager.

Key Performance Indicators (KPIs)

- Labor and parts sales targets.
- Customer Satisfaction Index (CSI) results.
- Completion of assigned online training.
- Reduction of unjustified or delayed Work-in-Progress (WIP) job cards.

Experience

- Minimum 3 years of relevant experience in automotive aftersales or service advisory operations.
- Experience with customer handling, job cards, workshop coordination, and service follow-ups is preferred.

Education

- Bachelor’s degree or Diploma.

Certification

- Valid driving license is mandatory.

Technical Skills

- Knowledge of automotive service processes and workshop operations.
- Experience creating job cards and managing customer records through a Dealer Management System (DMS).
- Understanding of warranty assessments, repair estimates, and customer approvals.
- Ability to monitor WIP reports and coordinate with workshop teams.
- Customer complaint handling and service follow-up skills.
- Ability to support labor and parts sales targets.

Software & Computer Skills

- Computer literate, with the ability to use relevant service systems and maintain accurate records.

Languages

- Fluency in English and Arabic is preferred.

Ready to Build Your Career with Ali & Sons?

If you have automotive aftersales experience, strong customer service skills, and the ability to coordinate workshop activities while supporting sales and customer satisfaction targets, we invite you to apply.

Apply now and take the next step in your career with Ali & Sons!