Service Advisor | Material Handling Equipment | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 178502 

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

Overview of the role

We are looking for a customer-focused and results-driven Service Advisor to join our Hangcha team in the UAE. This role is critical in representing the brand and delivering a seamless end-to-end Aftersales customer journey.

As the key point of contact between customers and the workshop, you will ensure a smooth service experience, drive customer satisfaction, and contribute to revenue growth through effective service consultation and upselling. This is a high-impact role where customer experience and commercial performance go hand in hand.

What you will do

• Act as the main point of contact for customers throughout the service journey
• Build strong customer relationships to drive retention and loyalty
• Consult with customers to understand their service needs and ensure accurate job allocation
• Coordinate with workshop teams to ensure timely service updates and delivery commitments
• Ensure vehicles are fixed right the first time by maintaining strong technical communication with technicians
• Provide clear explanations of work completed, costs, and value of services at vehicle handover
• Drive revenue performance through upselling and effective discount management
• Handle customer complaints proactively and ensure timely and satisfactory resolution
• Maintain accurate documentation and comply with SOPs and internal policies

Required skills to be successful

• Strong customer relationship management and communication skills
• Good technical understanding of automotive service and repair processes
• Strong commercial awareness with ability to upsell and achieve service revenue targets
• Ability to handle customer concerns professionally and efficiently
• Good coordination and organizational skills
• Working knowledge of MS Office and SAP is preferred

About the team

You will be part of the Hangcha Aftersales team, working closely with Service Supervisors and workshop teams to deliver high-quality service experiences. The team operates in a fast-paced environment, with a strong focus on customer satisfaction, operational efficiency, and achieving revenue targets.

What equips you for the role

• Diploma or Bachelor’s degree in Automobile or Mechanical Engineering
• 3–5 years of experience in the automotive industry, preferably in a Service Advisor role
• Strong technical knowledge and understanding of service processes
• Excellent communication skills in English (basic Arabic is an advantage)
• Customer-centric mindset with strong interpersonal skills
• Ability to work under pressure and manage multiple priorities

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.