مستشار الخدمة | مجموعة الفطيم للسيارات - بي واي دي | المملكة العربية السعودية

Job description

Position Summary

The Service Advisor is the primary customer touchpoint within the aftersales journey, owning the end-to-end service experience from vehicle reception to final delivery.

The role is accountable for accurate diagnosis intake, transparent estimates, timely communication, and the achievement of service revenue, value-added sales, and customer satisfaction targets. A high-performing Service Advisor combines strong technical understanding with commercial awareness and customer relationship skills to drive both workshop profitability and customer loyalty.

By ensuring smooth coordination between customers, workshop operations, parts, and warranty teams, the Service Advisor plays a critical role in improving NPS, increasing retention, and protecting the dealership’s aftersales reputation.

Key Responsibilities

Customer Reception & Job Intake

• Greet customers professionally, understand vehicle concerns accurately, and conduct a complete vehicle walk-around inspection during reception

• Prepare detailed Repair Orders (ROs) with clear job descriptions, transparent estimates, expected completion timelines, and customer approvals

• Identify additional repair requirements proactively and recommend value-added services aligned with OEM service intervals and vehicle condition

• Ensure proper documentation of customer complaints, service history, and technical observations to support workshop efficiency and repair quality

Workshop Coordination & Job Follow-Up

• Coordinate closely with Workshop Supervisors and Technicians to monitor repair progress against promised delivery timelines

• Obtain customer approval for any additional repairs identified during workshop diagnosis before work commencement

• Maintain proactive communication with customers regarding job progress, delays, revised estimates, and final delivery scheduling

• Monitor work-in-progress (WIP) and ensure no unnecessary delays or aging repair orders impact customer satisfaction or workshop efficiency

Revenue Generation & Value-Added Sales

• Achieve monthly targets for labour sales, parts revenue, and value-added products such as tyres, batteries, accessories, and service contracts

• Promote menu pricing, service packages, and OEM-recommended preventive maintenance plans during every customer interaction

• Maximize service retention and upselling opportunities while maintaining customer trust and service transparency

• Support conversion of warranty, insurance, and fleet business in line with company commercial and operational guidelines

Customer Experience & Retention

• Personally hand over completed vehicles to customers, explaining the work completed, invoice details, and future service recommendations

• Conduct post-service follow-up calls within agreed timelines to confirm customer satisfaction and resolve outstanding concerns

• Handle customer complaints professionally and coordinate with the Service Manager to resolve escalations while protecting NPS / CSV performance

• Build strong customer relationships that support repeat business, retention, and positive dealership reputation

Administration & Compliance

• Maintain accurate customer records, service history, Repair Orders, and warranty claims within the Dealer Management System (DMS)

• Follow up on credit customer payments and ensure receivables are collected within agreed commercial terms

• Ensure compliance with OEM warranty policies, audit requirements, and dealership operational standards

• Support service campaigns, recalls, and service reminders in coordination with CRM and Aftersales teams

Skills

Educational Requirements

• Diploma or Bachelor’s Degree in Automotive, Mechanical Engineering, or a related discipline

• Technical automotive certifications are considered an advantage

Experience Requirements

• Minimum 2–5 years of experience as a Service Advisor within a reputable franchised automotive dealership

• Hands-on experience managing customer-pay, warranty, insurance, and fleet service transactions in high-volume workshop operations

Technical Skills

• Strong technical understanding of vehicle systems sufficient to identify customer concerns accurately during reception and service consultation

• Proficiency in Dealer Management Systems (DMS) such as SAP, Kerridge, Autoline, or equivalent dealership platforms

• Familiarity with OEM warranty portals, service campaigns, appointment systems, and Electronic Parts Catalogues (EPC)

• Strong command of Microsoft Office applications, particularly Excel and Outlook

• Bilingual fluency in Arabic and English (written and spoken) is essential for the KSA market