Service Advisor at Al-Futtaim Automotive - BYD | KSA

About Al-Futtaim Automotive

Originating as a trading company in the 1930s, Al-Futtaim Group has grown into a leading diversified private enterprise headquartered in Dubai, operating across automotive, financial services, real estate, retail, and healthcare sectors. With over 35,000 employees in more than 20 countries, the Group represents over 200 renowned global brands, continually expanding by focusing on the evolving needs of its communities. Al-Futtaim Automotive, a key division, operates in 10 countries with a wide range of vehicles and services including distribution, manufacturing, leasing, and aftersales for notable brands like Toyota, Lexus, Honda, and more. The company prides itself on delivering world-class omni-channel mobility solutions driven by a passionate 9000-strong team.

Role Overview

The Service Advisor serves as the main point of contact in the aftersales process, managing every step from vehicle reception through to delivery. This role demands a blend of technical insight, commercial savvy, and exceptional customer service to meet targets related to service income, additional sales, and customer satisfaction.

Core Responsibilities

• Welcome customers professionally and accurately note vehicle concerns, conducting thorough vehicle inspections upon arrival.
• Create comprehensive Repair Orders (ROs) detailing tasks, transparent cost estimates, and timelines for customer authorization.
• Proactively identify further repairs and suggest beneficial services aligned with vehicle maintenance schedules.
• Ensure all customer complaints and service records are accurately documented to enhance workshop workflow and repair quality.
• Collaborate with workshop teams to track repair progress and meet delivery deadlines.
• Secure customer approval for any additional repairs detected during the repair process before starting work.
• Keep customers informed regularly about repair status, any changes to timelines or costs, and arrange final vehicle handover.
• Manage work-in-progress to avoid unnecessary delays and optimize workshop efficiency.
• Meet monthly goals for labour and parts sales along with value-added services including tyres, batteries, accessories, and maintenance plans.
• Promote pricing menus, service packages, and OEM maintenance recommendations transparently to customers to encourage loyalty and upsells.
• Support warranty, insurance, and fleet service conversions in line with company policies.
• Provide clear explanations of completed work and invoices during vehicle return, and conduct follow-up calls to ensure customer satisfaction.
• Address customer complaints professionally and escalate issues appropriately to maintain high Net Promoter Scores (NPS) and customer satisfaction metrics.
• Maintain accurate service and warranty records in the Dealer Management System (DMS) and pursue payment collections within agreed terms.
• Comply fully with OEM warranty and audit requirements and assist in managing service campaigns and recalls with related teams.

Educational Qualifications & Experience

• A diploma or bachelor's degree in Automotive, Mechanical Engineering, or related fields is required.
• Technical automotive certifications are a plus.
• Minimum 2 to 5 years of experience as a Service Advisor at a reputable franchised automotive dealership, handling a mix of customer-pay, warranty, insurance, and fleet services in busy workshops.

Technical & Language Skills

• Solid knowledge of vehicle systems to correctly diagnose customer concerns and consult on services.
• Proficiency with Dealer Management Systems such as SAP, Kerridge, Autoline, or equivalents.
• Experience using OEM warranty portals, service campaign tools, appointment systems, and Electronic Parts Catalogues.
• Strong familiarity with Microsoft Office, especially Excel and Outlook.
• Fluent in Arabic and English, both spoken and written, essential for the Saudi market.