Service Advisor - Light Commercial Vehicles | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 170375 

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:
The Service Advisor plays a key front-line role in ensuring exceptional customer service and efficient workflow within the aftersales department. You will be responsible for receiving customers, accurately recording repair requests, providing estimates, preparing job cards, following up with the workshop, managing approvals for additional work, and ensuring timely delivery of vehicles with complete job explanations.

What you will do:

• Welcome customers promptly and courteously.
• Listen actively and record customer concerns with clear and open-ended questioning.
• Accurately diagnose and document customer complaints to enable quick workshop resolutions.
• Provide clear cost estimates and delivery timelines.
• Prepare repair orders based on job requirements.
• Coordinate effectively with the workshop foreman to ensure job completion on time.
• Communicate any delays or approvals needed for additional repairs.
• Review invoices and ensure they match the work performed.
• Personally deliver the vehicle and explain completed work and billing.
• Promote value-added services and support monthly service revenue targets.
• Ensure customer satisfaction by promptly resolving concerns.
• Maintain high Customer Service Values and adhere to AFAG standards.

Required skills to be successful:

• Minimum 3 years of experience as a Service Advisor, preferably in Buses or Commercial Vehicles.
• Knowledge of automotive dealership/distributor business processes.
• Competency in Microsoft Office and ERP systems.
• Strong communication and customer handling skills.
• Logical thinking and technical aptitude to understand root causes of vehicle issues.
• High sense of responsibility, honesty, teamwork, and cultural awareness.

About the team:
You will be part of a customer-focused, target-driven aftersales team that plays a crucial role in achieving the monthly service revenue goals. The team is known for its high customer service scores and consistent delivery of exceptional workshop experiences, with strong collaboration and interpersonal skills.

What equips you for the role:

• Proven hands-on experience as a Service Advisor in the automotive industry.
• Solid technical knowledge and diagnostic understanding of vehicle systems.
• Excellent communication and a proactive, service-oriented attitude.
• Ability to manage tasks effectively in a fast-paced, customer-centric environment.
• Commitment to upholding the highest standards in customer satisfaction and service delivery

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.