Summary
AW Rostamani Group lists this Service Advisor role in its talent pool at the Deira Workshop in Dubai. The role involves advising customers, coordinating vehicle service and repairs, preparing job cards, following up on work and explaining charges at vehicle handover. The advisor also promotes service products, manages complaints and works toward customer satisfaction and service targets. Applicants should have a degree or three-year diploma in automobile or mechanical engineering and three years of practical experience in a similar dealer position; English is required and Arabic is desirable.
The posting
As published on awrostamani.com. Pulled from the employer's site and shown as they wrote it.
Job purpose: The Service Advisor is responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up. They act as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency.
Job responsibilities
- Follow the NSSW standards in all customer touch points
- Responsible to attend high profile & major fleet customers.
- Promptness in receiving/greeting customers, understand their needs
- Proper inventory of customer’s vehicle and record customers’ requirements.
- Updating customer data base
- Re-confirm the Job requirements/Repair details/cost involved/delivery time etc. and obtaining customer’s approval.
- To arrange test drive as required jointly with customer
- Ensure legible and clear job advice and create job card
- Follow-up the job progress
- Provide feedback to customer for additional repairs, delayed delivery time and obtain approvals.
- Brief the customer on warranty coverage/Service contract coverage
- Promoting Service Contracts/other service products (upselling)
- Ensure job cards are closed on time
- Ensure car is cleaned and ready for delivery as per the promised date and set time.
- Notify customer in in advance in case of delay
- Receive customer, explain jobs carried out and charges, ensure payment and deliver the vehicle
- Achieving financial/non-financial targets (Labour sales/CSI/RO Nos/Service campaign targets etc.)
- Develop and maintain long term relationship to enhance customer retention
- Handle customer complaints on priority and bring it to the notice of the superiors.
- Attend customer queries promptly
- Ensure the pending job cards to be closed within the time limit
Educational Qualification
- Degree/3-year Diploma in Automobile/Mechanical Engineering.
Work Experience
- 3 years practical experience with Dealers in similar positions.
Competencies
- Customer handling & negotiation skills.
- Strong knowledge of vehicle systems, repairs, and maintenance services (preferred in automotive industries).
- Excellent customer service, communication, and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to manage time effectively and prioritize tasks in a fast-paced environment.
- Proficiency in Microsoft Office Suite and service management software (preferred).
Languages
- English, Arabic is desirable