Service Advisor | Al-Futtaim Automotive - BYD | KSA

Position Summary

Customer Reception & Job Intake

• Greet customers professionally, understand vehicle concerns accurately, and conduct a complete vehicle walk-around inspection during reception
• Prepare detailed Repair Orders (ROs) with clear job descriptions, transparent estimates, expected completion timelines, and customer approvals
• Identify additional repair requirements proactively and recommend value-added services aligned with OEM service intervals and vehicle condition
• Ensure proper documentation of customer complaints, service history, and technical observations to support workshop efficiency and repair quality

Workshop Coordination & Job Follow-Up

• Coordinate closely with Workshop Supervisors and Technicians to monitor repair progress against promised delivery timelines
• Obtain customer approval for any additional repairs identified during workshop diagnosis before work commencement
• Maintain proactive communication with customers regarding job progress, delays, revised estimates, and final delivery scheduling
• Monitor work-in-progress (WIP) and ensure no unnecessary delays or aging repair orders impact customer satisfaction or workshop efficiency

Revenue Generation & Value-Added Sales

• Achieve monthly targets for labour sales, parts revenue, and value-added products such as tyres, batteries, accessories, and service contracts
• Promote menu pricing, service packages, and OEM-recommended preventive maintenance plans during every customer interaction
• Maximize service retention and upselling opportunities while maintaining customer trust and service transparency
• Support conversion of warranty, insurance, and fleet business in line with company commercial and operational guidelines

Customer Experience & Retention

• Personally hand over completed vehicles to customers, explaining the work completed, invoice details, and future service recommendations
• Conduct post-service follow-up calls within agreed timelines to confirm customer satisfaction and resolve outstanding concerns
• Handle customer complaints professionally and coordinate with the Service Manager to resolve escalations while protecting NPS / CSV performance
• Build strong customer relationships that support repeat business, retention, and positive dealership reputation

Administration & Compliance

• Maintain accurate customer records, service history, Repair Orders, and warranty claims within the Dealer Management System (DMS)
• Follow up on credit customer payments and ensure receivables are collected within agreed commercial terms
• Ensure compliance with OEM warranty policies, audit requirements, and dealership operational standards
• Support service campaigns, recalls, and service reminders in coordination with CRM and Aftersales teams

Education

• al Requirements
• Diploma or Bachelor’s Degree in Automotive, Mechanical Engineering, or a related discipline
• Technical automotive certifications are considered an advantage

Requirements

• Minimum 2–5 years of experience as a Service Advisor within a reputable franchised automotive dealership
• Hands-on experience managing customer-pay, warranty, insurance, and fleet service transactions in high-volume workshop operations

Technical Skills

• Strong technical understanding of vehicle systems sufficient to identify customer concerns accurately during reception and service consultation
• Proficiency in Dealer Management Systems (DMS) such as SAP, Kerridge, Autoline, or equivalent dealership platforms
• Familiarity with OEM warranty portals, service campaigns, appointment systems, and Electronic Parts Catalogues (EPC)
• Strong command of Microsoft Office applications, particularly Excel and Outlook
• Bilingual fluency in Arabic and English (written and spoken) is essential for the KSA market