Service Advisor

Role Overview

Service Advisor at Ali & Sons Holding LLC. The role is based in the United Arab Emirates within the company's automotive aftersales operations.

Company Overview

Ali & Sons is one of the UAE's most respected and diversified business groups, operating internationally recognized automotive brands with professional aftersales operations. The company is committed to excellence, innovation, and delivering exceptional customer experiences.

Role Purpose

To ensure customers receive the best possible aftersales service by accurately understanding and documenting their vehicle concerns, coordinating with the workshop team, obtaining necessary approvals, and providing professional advice throughout the service process while contributing to the achievement of workshop targets.

Key Responsibilities

Customer Service & Communication

• Welcome customers professionally and understand their vehicle concerns and service requirements.
• Advise customers on the appropriate service and maintenance requirements for their vehicles.
• Provide customers with professional advice regarding the overall performance and condition of their vehicles.
• Ensure customers receive timely and accurate updates regarding their vehicle service and repair requirements.

Job Card & Documentation

• Prepare and complete job cards by accurately recording customer information, vehicle details, and customer concerns.
• Coordinate with the Workshop Foreman to determine the required scope of work and prepare accurate job cards.
• Maintain accurate customer and service records in the relevant systems.

Approvals & Authorization

• Obtain the customer's signature and approval on the job card before proceeding with the required work.
• Conduct a preliminary assessment to determine whether repairs are covered under warranty or are customer-pay repairs.
• Obtain prior customer approval for repairs and additional work when required.

Service History & Analysis

• Review the customer's service history to identify previous repairs, recurring concerns, or previously reported issues.

Coordination & Resolution

• Coordinate with the Customer Relations Representative (After Sales) to resolve customer complaints and concerns effectively.
• Coordinate with the workshop in achieving its operational and customer service targets.

General

• Perform other duties and responsibilities as assigned by the respective Supervisor or Service Manager.

Qualifications & Experience

• Minimum of 4 years of relevant experience as a Service Advisor or in a similar automotive aftersales position.
• Bachelor's Degree in Mechanical Engineering.

Skills & Competencies

Technical & Automotive Knowledge

• Strong understanding of automotive servicing, maintenance, and repair requirements.
• Experience preparing job cards and documenting customer concerns accurately.
• Ability to assess service and repair requirements and coordinate effectively with workshop personnel.
• Knowledge of warranty and customer-pay repair processes.
• Ability to review vehicle service history and identify recurring or previously reported concerns.

Customer Service

• Strong customer service and complaint-handling skills.
• Customer-focused approach.
• Problem-solving ability.

Software & Systems

• Computer literate with the ability to use dealership management systems and standard computer applications.

Languages

• Fluency in both Arabic and English is essential.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong attention to detail.
• Organizational skills.
• Professional attitude.
• Teamwork.
• Ability to work effectively in a fast-paced automotive aftersales environment.

Additional Information

• A professional and collaborative work environment.
• Opportunities for learning, development, and career growth.
• Exposure to internationally recognized automotive brands and professional aftersales operations.
• A culture that values teamwork, professionalism, and continuous improvement.
• The opportunity to contribute to customer satisfaction and the operational success of a leading automotive aftersales business.