Service Advisor

Role overview

Al Ghurair is seeking a Service Advisor in the United Arab Emirates to serve as the primary contact for customers during vehicle maintenance and repair visits. The role focuses on understanding customer concerns in detail, coordinating repair work efficiently, and ensuring a smooth, transparent service experience that supports customer satisfaction and retention.

Key duties

• Gather complete and accurate information about each customer’s concern so technicians can diagnose and repair the vehicle correctly on the first attempt.
• Look for workable alternatives rather than declining customer requests whenever possible.
• Keep customer records updated at every visit.
• Remind customers about earlier recommended repairs that may now require attention.
• Verify that required repair parts and ordered parts are available in stock.
• Track actual repair progress against the promised completion time and update the customer if timelines change.
• Maintain current service history records.
• Act as the central point of contact for all customer interactions.
• Make sure service bookings are handled promptly and efficiently.
• Welcome customers courteously and respond quickly to any concerns they raise.
• Maintain regular and clear communication with customers throughout the maintenance process.
• Build strong customer relationships that encourage loyalty and repeat business.
• Help customers prioritize urgent safety-related repairs over non-urgent items.
• Use sound financial judgment to understand how the department generates profit.

Operational responsibilities

• Advise customers when additional repairs are needed beyond the issue they initially reported.
• Keep a daily log of vehicle bookings and scheduled delivery times for follow-up purposes.
• Arrange LPOs and ensure job cards are closed without unnecessary delay.
• Work with the floor-in-charge and follow up regularly on delivery timelines.
• Decide on final estimates, including discounts where appropriate, and guide customers based on the vehicle make and model when justified.
• Welcome customers with a friendly attitude and listen carefully to the issues, complaints, and service needs for the vehicle.
• Conduct or arrange a test drive to better understand the reported concern and estimate repair costs for labor and parts.
• Complete the T Card with full job details, repair estimates, and a delivery date based on spare-part availability and manpower capacity.
• Obtain approval for quotations and inform the control room to proceed with the repairs.
• Ensure all work is completed according to the job card before the agreed delivery time.
• Get prior customer approval for any repair that was not discussed earlier.

People coordination

The Service Advisor serves as the link between technicians and customers. This requires the ability to communicate comfortably with both sides, explain repair suggestions in simple terms, brief mechanics on customer requirements, and manage repair schedules effectively.

Qualifications

A diploma or degree in Automobile Engineering or Mechanical Engineering is required. Candidates should have 3 to 5 years of experience working as a Mechanical Service Advisor in the automobile industry.

Additional information

No specific information was provided about perks, eligibility, or product/process improvement requirements. The original brief also did not mention salary, stipend, number of openings, start date, or application deadline.