Service Advisor | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 181154 

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

• As a Service Advisor in the Truck Division - FAMCO, you are responsible for interfacing with customers to document service requests, providing detailed job explanations, preparing job cards, and coordinating with the workshop to ensure timely job completion. You will play a pivotal role in meeting service and sales revenue targets while maintaining high customer satisfaction scores. Your role involves delivering vehicles with clear invoice explanations and ensuring customers are well-informed and satisfied with the service. High standards of communication and problem-solving are essential to excel in this role.

Customer Interaction

• Attend promptly and greet customers with a smile.
• Ask open-ended questions and record customer requests promptly.
• Collect accurate symptoms of complaints from the customer for quick resolution.
• Empathize and clarify customer requests.

Repair Order Management

• Ensure an adequate number of repair orders as per business flow.
• Explain the content of work in detail to the customer.
• Check workshop situation and promise delivery time.
• Provide proper cost estimate and delivery time to the customer.

Active Delivery and Coordination

• Keep promised delivery time to customers.
• Coordinate with workshop foreman to ensure timely completion of repairs.
• Ensure invoice matches work performed and explain it to customers.
• Inform customer after work completion and agree on pick up time.
• Deliver the vehicle in person.

Service Revenue Targets

• Ensure achievement of service revenue targets.
• Promote value-added services.
• Maintain monthly overdues within agreed targets.

Customer Satisfaction

• Achieve high standards of customer service values.
• Resolve customer concerns promptly to ensure satisfaction.

• Automotive dealer business process knowledge.
• Strong interpersonal and customer handling skills.
• Proficiency in MS Office and ERP systems.
• Technical understanding and problem-solving abilities.

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years of overall experience with an automobile dealership, with at least 3 years in the service department as a Service Advisor, preferably with trucks/commercial vehicles.
• Knowledge of automotive dealer/distributor business processes, MS Office, ERP skills, and SAP system.
• Strong customer handling, communication skills, logical thinking ability, and technical understanding.

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.