UAE National - Service Advisor

Overview Of The Role:

• The Service Advisor is responsible for managing the entire service journey for Dodge and Ram customers to ensure high levels of customer satisfaction and retention. As the primary link between customers and the workshop, the advisor must accurately diagnose vehicle requirements, provide clear and detailed repair quotes, and ensure a seamless service experience. This role is crucial in upholding Al-Futtaim brand values through excellent customer service and operational efficiency.
What You Will Do:

Customer Interaction & Relationship Management

• Greet customers warmly and professionally upon arrival at the service reception.
• Conduct thorough vehicle walk-arounds to identify visible damage or specific customer concerns.
• Listen actively to customer descriptions of vehicle symptoms to understand their needs accurately.
• Manage customer expectations regarding vehicle drop-off, service duration, and cost.

Technical Diagnosis & Quoting

• Liaise with the Workshop Foreman and Technicians to diagnose complex technical issues.
• Utilize workshop data and technical bulletins to recommend necessary repairs and maintenance schedules.
• Prepare accurate, detailed, and transparent cost estimates for both warranty and non-warranty work.
• Explain technical terms to customers in a clear, understandable manner.

Aftersales & Sales Conversion

• Promote value-added services, such as extended warranties, service contracts, and accessory fitting.
• Cross-sell replacement parts and tires where necessary.
• Achieve targets for Workshop Efficiency (Productivity) and Profitability (Absorption).
• Ensure the uptake of 'First Visit Resolution' to maximize customer satisfaction.

Warranty & Compliance

• Process warranty claims in strict accordance with Stellantis (Dodge/Ram manufacturer) guidelines and time frames.
• Ensure all documentation is compliant with Al-Futtaim and manufacturer policies.
• Handle goodwill claims where applicable to support customer retention.

Operational Excellence

• Monitor the progress of vehicles throughout the day to ensure timely completion.
• Coordinate with the parts department to ensure parts availability.
• Conduct post-service follow-up calls to ensure customer satisfaction and address any feedback.
• Maintain a clean and professional service reception area.

Required Skills To Be Successful:

• Excellent command of English (written and spoken); Arabic is a strong advantage.
• Ability to identify sales opportunities without being aggressive.
• High empathy and patience when dealing with stressed customers.
• Ability to work in a fast-paced environment and handle high volumes during peak seasons.
What Qualifies You For The Role:

• Previous experience in an Automotive Service Advisor role or similar customer-facing position in the automotive industry.
• Strong technical knowledge of automotive repair and maintenance operations.
• Proficiency in using service management software and technical tools to diagnose vehicle issues.
• Excellent communication skills in English; proficiency in Arabic is an advantage.