Service Advisor
Role Overview
The Service Advisor coordinates customers' vehicle-service needs, explains services, manages schedules, and supports a smooth experience from drop-off to pick-up.
The role liaises between customers and the service department to support customer satisfaction and operational efficiency.
Key Skills for This Role
Full Job Posting
Role purpose
The Service Advisor coordinates customers' vehicle-service needs, explains services, manages schedules, and supports a smooth experience from drop-off to pick-up.
The role liaises between customers and the service department to support customer satisfaction and operational efficiency.
Customer and vehicle service
- Follow OEM standards at customer touchpoints; greet customers, understand their needs, and attend to high-profile and major fleet customers.
- Inventory vehicles and record customer requirements; update customer records and reconfirm repair details, costs, delivery times, and approvals.
- Arrange test drives as needed, create clear job advice and job cards, and track repair progress.
- Communicate additional repairs and delivery delays and obtain customer approval; explain warranty and service-contract coverage.
- Promote service contracts and other service products; close job cards on time and ensure vehicles are cleaned and ready for promised delivery.
- Notify customers of delays, explain completed work and charges, receive payment, and deliver vehicles.
- Meet labor sales, CSI, repair-order, and service-campaign targets; build customer retention and handle queries and complaints promptly.
- Escalate complaints to supervisors and ensure pending job cards are closed within required time limits.
Education and experience
- Degree or three-year diploma in automobile or mechanical engineering.
- Three years of practical experience in a similar position with dealers.
- EV automotive-brand experience is highly preferred.
Competencies and languages
- Customer handling and negotiation skills; strong knowledge of vehicle systems, repairs, and maintenance services.
- Excellent customer-service, communication, and interpersonal skills; strong organization, multitasking, time management, and prioritization.
- Microsoft Office Suite and service management software proficiency are preferred.
- English is listed; Arabic is desirable.
About AW Rostamani Group
AW Rostamani Group describes itself as a multi-sector family business operating in automotive, real estate, retail, lighting, travel, logistics, agritech, and sustainable packaging.
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