Service Advisor

Role Overview

Service Advisor at Al Ghurair, a position based in the United Arab Emirates within the mobility sector of the Al Ghurair Investment group.

Company Overview

Al Ghurair Investment is one of the largest diversified family business groups in the Middle East, with operations spanning more than 20 countries across seven distinct industry sectors: foods, resources, properties, construction, energy, mobility, and ventures. Headquartered in Deira, Dubai, the company employs approximately 28,000 people and has a heritage in the United Arab Emirates spanning over six decades since 1960. Al Ghurair Mobility, the automotive division, is redefining transportation across the UAE by advancing cleaner, smarter, and more connected mobility solutions, including hybrid and CNG-powered taxis and EXEED, a high-tech automotive brand known for intelligent design, advanced safety features, and refined performance.

Role Purpose

The Service Advisor acts as the primary liaison between customers and the service department. You will greet customers, interpret their vehicle concerns, recommend necessary maintenance and repairs, and provide accurate estimates while delivering an exceptional customer experience from check-in to vehicle pickup.

Key Responsibilities

Customer Reception & Assessment

• Greet customers promptly and professionally, both in person and over the phone.
• Document customer vehicle concerns accurately.
• Listen to customer descriptions of issues and conduct visual inspections or test drives when needed to understand the problem.

Estimates & Service Recommendations

• Prepare cost estimates for labor and parts.
• Explain recommended services clearly to customers.
• Obtain customer authorization before work begins.
• Recommend preventive maintenance services based on vehicle mileage, manufacturer guidelines, and inspection findings.

Work Order Management

• Create and manage repair orders (ROs).
• Dispatch work to technicians.
• Monitor job progress to ensure timely completion.

Communication & Customer Updates

• Keep customers informed of repair status, additional findings, and any changes to cost or timeline throughout the service process.

Invoicing & Payment

• Review completed work with customers.
• Explain charges clearly.
• Process payments.
• Handle billing questions and concerns.

Warranty & Follow-Up

• Process warranty claims as needed.
• Follow up with customers after service to confirm satisfaction.

Coordination & Documentation

• Collaborate with technicians, the parts department, and management to ensure smooth workflow and accurate documentation.
• Maintain detailed and accurate service records in the dealership's computer system (DMS).

Qualifications & Experience

• High school diploma or equivalent (GED); automotive or business-related coursework is a plus.
• Previous experience as a service advisor, service writer, or in an automotive customer service role is preferred.

Skills & Competencies

Technical Skills

• Working knowledge of automotive systems, maintenance schedules, and repair processes.
• Proficiency with Dealership Management Systems (DMS) and standard office software.
• Ability to read and interpret repair orders, estimates, and technical information.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Ability to explain technical information in simple, understandable terms.
• Strong organizational and multitasking skills with attention to detail.
• Ability to remain calm and professional under pressure.