Service Advisor - BYD

About the role

The Service Advisor is the main customer contact in the aftersales process, owning the full service experience from vehicle reception to final delivery. The role is responsible for accurate diagnosis intake, transparent estimates, timely communication and meeting service revenue, value-added sales and customer satisfaction targets. It also coordinates customers, workshop operations, parts and warranty teams to improve NPS, retention and the dealership's aftersales reputation.

Key responsibilities

• Greet customers, inspect their vehicles and prepare detailed Repair Orders with clear estimates, timelines and customer approvals
• Identify additional repairs and recommend value-added services aligned with OEM service intervals
• Coordinate with workshop supervisors and technicians, obtain customer approval for extra repairs and keep customers informed of progress and delays
• Achieve monthly targets for labour, parts and value-added products such as tyres, batteries, accessories and service contracts
• Promote menu pricing, service packages and preventive maintenance plans, and support conversion of warranty, insurance and fleet business
• Hand over completed vehicles, follow up with customers after service and handle complaints professionally
• Maintain customer records, Repair Orders and warranty claims in the Dealer Management System, follow up on credit payments and comply with OEM warranty policies and audit requirements

Required profile

• Diploma or Bachelor's degree in Automotive, Mechanical Engineering or a related field; technical automotive certifications are an advantage
• Minimum 2-5 years as a Service Advisor at a reputable franchised automotive dealership
• Experience handling customer-pay, warranty, insurance and fleet service transactions in high-volume workshops
• Bilingual fluency in Arabic and English (written and spoken) is essential for the KSA market

Required skills

• Strong technical understanding of vehicle systems
• Proficiency in Dealer Management Systems such as SAP, Kerridge, Autoline or equivalent
• Familiarity with OEM warranty portals, service campaigns, appointment systems and Electronic Parts Catalogues (EPC)
• Microsoft Office, especially Excel and Outlook