Service Advisor - Material Handling Equipment

About the company

Al-Futtaim Group began as a trading business in the 1930s and has grown into a diversified private regional organisation based in Dubai, UAE. It operates across five main divisions: automotive, financial services, real estate, retail, and healthcare, with more than 35,000 employees in over 20 countries across the Middle East, Asia, and Africa. The group works with more than 200 globally respected and innovative brands and is guided by its values of respect, excellence, collaboration, and integrity.

Role overview

We are seeking a service-focused and commercially minded Service Advisor to support the Hangcha team in the UAE. In this position, you will play a central role in shaping the aftersales experience by managing customer interactions from start to finish, ensuring service is delivered smoothly, and contributing to business growth through consultation and upselling.

You will serve as the main connection between customers and the workshop, helping ensure service quality, customer satisfaction, and efficient delivery of work. The role combines customer care with revenue responsibility and requires a strong balance of communication, technical understanding, and coordination.

Key responsibilities

• Be the primary contact for customers throughout the full service process.
• Develop lasting customer relationships that support retention and repeat business.
• Discuss service concerns with customers and ensure the correct work is assigned.
• Work closely with workshop staff to provide timely progress updates and meet promised delivery timelines.
• Support first-time-right repairs by maintaining effective technical communication with technicians.
• Explain completed work, charges, and service value clearly when the vehicle is handed back.
• Improve service revenue through upselling and careful discount control.
• Respond to customer complaints in a prompt, professional, and solution-oriented manner.
• Keep documentation accurate and follow SOPs as well as internal company policies.

Skills needed

• Excellent customer relationship management
• Strong verbal and written communication
• Solid understanding of automotive service and repair workflows
• Commercial awareness and upselling ability
• Complaint handling and conflict resolution
• Coordination and planning skills
• MS Office proficiency
• SAP knowledge is an advantage

Team environment

You will join the Hangcha aftersales team and collaborate closely with Service Supervisors and workshop colleagues. The team works in a fast-moving setting where customer satisfaction, operational efficiency, and revenue delivery are all important priorities.

Candidate profile

The ideal candidate has a diploma or bachelor’s degree in Automobile Engineering or Mechanical Engineering, along with 3 to 5 years of experience in the automotive sector, preferably in a Service Advisor position. A strong technical foundation, excellent English communication skills, and a customer-first attitude are essential. Basic Arabic is helpful. You should also be comfortable working under pressure and managing several priorities at once.

About Al-Futtaim Automotive

Al-Futtaim Automotive is a key division of the UAE-based Al-Futtaim Group and operates across 10 countries in the Middle East, Asia, and Africa. Its business spans distribution, manufacturing, leasing, and aftersales, and it represents leading global automotive brands including Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM.

The company is known for its customer-first approach and ongoing focus on innovation, quality, and value-added service for a wide range of customers, from enthusiasts to fleet operators and contractors. Its ambition is to lead in tailored mobility solutions by delivering outstanding omni-channel experiences. The automotive business also covers passenger vehicles, SUVs, electric vehicles, high-performance motorbikes, commercial vehicles, and industrial and construction equipment, supported by a workforce of about 9,000 people.