Service Advisor - Central Region

Role overview

This position is for a Technical Service Advisor/Service Advisor in the Central Region with a leading diversified business group operating across the MENAT region. The role is focused on supporting service operations at the center so that customer satisfaction, customer loyalty, and productivity targets are achieved while following the company’s vision, mission, values, and standard operating procedures.

The job has a direct effect on sales target achievement and on the customer satisfaction ratio. It also requires coordination across the service center to ensure the right manpower, facility support, and process discipline are in place for effective after-sales delivery.

Financial and authority scope

Supervision is monthly and the role carries limited authority over discount allocation.

Key responsibilities

• Plan and support service operations so business and operational targets are met.
• Deliver responsive service with a guest-first approach while carrying out core advisor duties.
• Follow the company’s service advisor standards and apply the required operating procedures.
• Comply with all instructions and policies related to safety, welfare, integrity, and brand image.
• Inspect vehicles before acceptance by checking damage, valuables, accessories, and other inventory items, then document the findings and confirm them with the customer.
• Support growth in GDI and customer retention by maintaining professionalism during customer interactions.
• Coordinate with the Chief Technician to ensure repairs match customer expectations, including diagnostic work, job allocation, and final vehicle inspection.
• Explain repair work, estimated costs, and delivery timelines to customers through clear communication channels.
• Keep customers updated on repair progress and obtain approval before any additional parts are ordered or replaced.
• Promote a guest-centric and fix-it-right mindset to help the team deliver high-quality after-sales service.
• Work closely with other center departments to support service standards and smooth workflow.
• Follow up on spare parts with the Parts Department and Parts Supervisor so repairs are completed on time and the vehicle is delivered as scheduled.
• Handle post-service follow-up for complaints, concerns, and issues, and escalate them promptly to the Workshop Floor Manager for review and resolution.
• Build customer trust and retention by maintaining the service operation standards expected by the company.
• Confirm repair agreements with customers so that completed work reflects the customer’s request and approved scope.
• Review the Job Controller’s data entry for correct operation numbers, repair records, and vehicle delivery status, including computerized time control sheets used for productivity analysis.
• Make sure the Chief Technician follows quality control policies and procedures to protect company integrity and brand image.

Job context and scope

The role needs advanced knowledge of customer service principles and processes, plus basic understanding of promoting and selling products or services. It directly influences sales target achievement and customer satisfaction outcomes.

Within the decision-making framework, the role requires basic knowledge of production systems used to improve productivity. It also affects how parts are handled at the required departmental level and carries responsibility for parts conversion, receiving, binning, picking, and dispatch within the warehouse.

Minimum qualifications

A bachelor’s degree or equivalent is required, along with at least 5 years of experience in a service-related role.

Skills and competencies

The role calls for strong time management, performance monitoring, active learning, stress tolerance, interpersonal ability, customer communication, achievement orientation, computer literacy, sound judgment, decision-making ability, social awareness, problem sensitivity, inductive reasoning, and automotive technical knowledge such as pre-diagnostic questioning and troubleshooting.

Language and certification

English and Arabic are required languages. A Service Advisor Level 2 certification or membership is specified for the role.

About the employer

The employer is a diversified organization with a long history in the MENAT region, starting nearly 75 years ago as a trading business and a Toyota distributorship in Jeddah, Saudi Arabia. Over time, it built a large vehicle distribution network in Saudi Arabia and expanded into additional sectors that support the region’s infrastructure of life. The company emphasizes respect, innovation, a pioneering spirit, and empowerment in its culture.

Additional information

The role is positioned as a key contributor to customer satisfaction and high-quality service work. It is also important for consistently applying the company’s vision, mission, values, and standard operating procedures.

Performance is measured through sales target achievement, NPS, Jameel Standard compliance, and overall compliance.