Service Advisor | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 178698

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview Of The Role:

• The Service Advisor acts as a critical liaison between customers and the workshop, ensuring that equipment service needs are efficiently met to enhance customer satisfaction and loyalty. The role involves handling service inquiries, preparing quotes, and managing customer approvals and payments. Key success factors include strong customer interaction, diligent financial management, and ensuring service delivery meets company standards and timelines.
What You Will Do:

Customer Interaction

• Engage with customers and technicians to build strong rapport, empathizing and clarifying customer requests.
• Serve as the liaison between customers and the workshop to ensure service needs are understood and addressed.
• Provide guidance on service options, including time and cost estimation, and ensure adherence to these estimates.

Service Quotation and Reporting

• Prepare service quotations and service reports, and follow up on customer approvals.
• Manage the number of approved/invoiced jobs and generate a lost sales report.

Financial Management

• Follow up on customer payments to clear outstanding balances and close jobs once completed to prevent aged Work in Progress (WIP) reports.
• Drive upselling and conversion of additional jobs, preventive maintenance, and parts recommendations based on service reports and machine history.

Service Delivery

• Ensure jobs are completed with workshop and spare parts teams, meeting time and cost estimates.
• Perform billing and provide detailed explanations of invoices and jobs performed, ensuring customer satisfaction.
• Conduct post-service feedback calls to enhance the Customer Satisfaction Index (CSI).

Operational Excellence

• Responsible for system transactions including creating quotations, job orders, delivery notes, gate passes, and billing.
• Ensure proper documentation, filing, and archiving as per company and ISO standards.

Required Skills To Be Successful:

• Excellent interpersonal and communication skills, both oral and written.
• Strong marketing and upselling skills to drive additional service revenue.
• Ability to work proactively, employing preventive measures and demonstrating accountability.
• Cultural sensitivity with a strong customer-centric approach.
What Qualifies You For The Role:

• Diploma or Bachelor of Automobile/Marine/Electrical or Mechanical Engineering.
• Minimum of 8 years overall experience with authorized OEM dealership, including at least 5 years as a Service Advisor, preferably in Generators or Marine engines.
• Strong understanding of automotive dealer/distributor business and workshop processes, and technical knowledge of diesel engines, driveline, electrical systems, and spare parts.
• Proficiency in MS Office, SAP, ARIBA, CRM/DBM, and a professional level of English. Arabic is preferable.
About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: 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 vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & 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.