Service Advisor | Al-Futtaim Automotive - BYD | KSA

Service Advisor | Al‑Futtaim Automotive – BYD – KSA

Al‑Futtaim Group is a diversified private company headquartered in Dubai, operating in automotive, financial services, real estate, retail and healthcare. The automotive division employs more than 35,000 employees across 20+ countries and partners with over 200 well‑known automotive brands.

Position Summary

The Service Advisor is the primary customer touchpoint within the aftersales journey, owning the end‑to‑end service experience from vehicle reception to final delivery. The role is accountable for accurate diagnosis intake, transparent estimates, timely communication, and the achievement of service revenue, value‑added sales, and customer satisfaction targets. A high‑performing Service Advisor combines strong technical understanding with commercial awareness and customer relationship skills to drive both workshop profitability and customer loyalty.

Key Responsibilities

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 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 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
• Maximise 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 and CSV performance
• Build strong customer relationships that support repeat business, retention and a positive dealership reputation

Administration & Compliance

• Maintain accurate customer records, service history, Repair Orders and warranty claims within the Dealer Management System
• 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

Educational Requirements

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

Experience Requirements

• Minimum 2 to 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 such as SAP, Kerridge, Autoline or equivalent dealership platforms
• Familiarity with OEM warranty portals, service campaigns, appointment systems and Electronic Parts Catalogues
• 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

About Al‑Futtaim Automotive

Al‑Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa. Our core business activities include distribution, manufacturing, leasing and aftersales, and we are the regional representative for iconic automotive brands such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM. We are driven by a customer‑centric approach, constantly pushing the boundaries on innovation, quality standards and value‑added service across our portfolio of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high‑performance motorbikes, commercial vehicles to industrial and construction equipment. What keeps the company moving forward is a 9000‑member strong team, with inspiring possibilities for growth throughout the career path. This is Al‑Futtaim Automotive and we empower talent to move forward.