Technical Service Advisor / Service Advisor - Eastern Region

About the Role

This position sits within a large, diversified group with long-standing roots across the Middle East, North Africa, and Turkey. The company has built strong business relationships over decades and is recognized for its automotive experience, extensive operations network, and growth across multiple sectors.

The role is focused on supporting workshop and front-of-house service operations in the Eastern Region. The objective is to improve customer satisfaction, retention, and productivity while following company values, standards, and operating procedures.

Job Purpose

The Service Advisor will coordinate service center activities by managing manpower and facility-related support, ensuring work is delivered efficiently, customers are kept informed, and service quality remains aligned with the organization’s expectations.

Reporting and Authority

This role involves monthly supervision of sales target performance and limited authority to approve discount allocation.

Key Accountabilities

• Support the achievement of operational goals by helping prepare and follow business plans that drive center performance.
• Deliver a reliable customer experience by adopting a guest-first approach and completing core service advisor duties carefully.
• Follow the organization’s standard practices related to service advisor responsibilities.
• Apply all company instructions and policies connected to safety, employee welfare, integrity, and brand presentation.

Major Activities

• Inspect incoming vehicles before acceptance by checking for exterior damage, items left inside, accessories, and overall physical condition, then record the findings and confirm them with the customer.
• Contribute to GDI performance and customer retention by showing professionalism throughout customer interactions.
• Work with the Chief Technician to ensure repairs match customer expectations, including job assignment, initial diagnosis, and final vehicle inspection.
• Explain repair details to customers, including the required work, expected cost, and delivery timeline, using appropriate communication channels.
• Keep customers updated on repair progress and obtain approval for any additional parts needed, while avoiding unnecessary part replacement.
• Promote a guest-centric and fix-it-right mindset to help the team deliver high-quality after-sales service and coordinate effectively with other departments.
• Track spare parts requirements with the Parts Department and Parts Supervisor to help complete repairs and deliver vehicles on time.
• Carry out post-service follow-up on complaints, concerns, and issues, then escalate them promptly to the Workshop Floor Manager for review and resolution.
• Strengthen customer confidence by strictly following service operating standards and maintaining trust.
• Confirm repair requests with customers to ensure work is completed exactly as agreed and customer confidence is maintained.
• Review Job Controller records to ensure correct operation numbers, repair entries, and delivery status updates are captured accurately for productivity analysis.
• Verify that the Chief Technician follows quality control procedures to protect company integrity and brand image.

Job Context

The position requires strong knowledge of customer service principles and practical methods used to promote and sell products or services. It has a direct influence on sales target achievement and customer satisfaction levels.

Framework, Boundaries & Decision-Making

The role requires basic understanding of production systems used to improve productivity. It also affects how parts are handled against departmental targets, and the incumbent is accountable for conversion, receiving, binning, picking, and dispatching parts in the warehouse.

Strategic Importance

• The role is essential in maintaining high customer satisfaction through attentive care and strong service quality.
• The role is also important for ensuring that company vision, mission, values, and standard operating procedures are applied consistently.

Minimum Qualifications

A bachelor’s degree or an equivalent qualification is required.

Experience Required

Applicants should have at least 5 years of experience in a service-related area.

Skills and Competencies

The role calls for strong time management, performance monitoring, active learning, stress tolerance, interpersonal effectiveness, communication, achievement orientation, computer literacy, sound judgment, social perceptiveness, problem sensitivity, inductive reasoning, and automotive technical knowledge including pre-diagnostic questioning and troubleshooting.

Languages

English and Arabic are required.

Certification

Service Advisor Level 2 certification or membership is specified for this role.

Why Join Us

The organization offers the opportunity to work for a respected international business with a long commercial history and a presence across the MENAT region and beyond. Its culture is shaped by respect, innovation, a pioneering spirit, and empowerment, creating an environment where people can grow and contribute meaningfully.

Additional Information

This position has a direct impact on sales target achievement, customer satisfaction, and the handling of warehouse parts operations. It also requires adherence to quality control and brand standards at all times.