Service Advisor – Automotive After‑sales

About the role

The Service Advisor is the primary customer touchpoint in the after‑sales journey, responsible for managing the service experience from vehicle reception to delivery. This role combines technical knowledge of vehicle systems with commercial awareness to drive workshop profitability and customer loyalty.

Key responsibilities

• Greet customers, conduct vehicle walk‑around inspections, and create detailed Repair Orders with transparent estimates and timelines.
• Coordinate with workshop supervisors and technicians, monitor repair progress, and obtain customer approvals for any additional work.
• Communicate proactively with customers about job status, delays, and final delivery scheduling.
• Achieve monthly targets for labour, parts, and value‑added sales such as tyres, batteries, accessories, and service contracts.
• Maintain accurate records in the Dealer Management System, ensure compliance with OEM warranty policies, and support service campaigns and recalls.

Required profile

• Diploma or Bachelor’s degree in Automotive, Mechanical Engineering or a related field.
• 2–5 years of experience as a Service Advisor in a reputable franchised automotive dealership.
• Hands‑on experience handling customer‑pay, warranty, insurance and fleet service transactions in a high‑volume workshop.

Required skills

• Proficiency with Dealer Management Systems (e.g., SAP, Kerridge, Autoline).
• Familiarity with OEM warranty portals, service campaign tools and Electronic Parts Catalogues (EPC).
• Strong command of Microsoft Excel and Outlook.
• Bilingual fluency in Arabic and English (written and spoken).
• Solid technical understanding of vehicle systems to identify customer concerns accurately.