Senior Service Advisor-Al Ain

Al Rostamani Trading Company; Ras Al Khaimah; On-site; AED 56,000 - 89,000; Full time

Job summary

Al Rostamani Group seeks an experienced Service Advisor for its Al Rostamani Trading Company branch in the UAE to manage customer vehicles, liaise with Workshop, Parts and delivery teams, and achieve labour and parts targets.

The role requires 5+ years in automotive service advisory, a Diploma in automotive engineering, strong English communication, and proficiency with DMS and technical software. This on-site position offers growth within a diversified group.

Qualifications

• Diploma in automobile/mechanical engineering.
• Minimum 5 years hands-on experience as service advisor in a reputed automotive dealership.
• Excellent customer service and communication skills.

Responsibilities

• Promote Service Contracts/other service products (up selling) to achieve financial/non-financial targets (labour sales/RO Nos/Service campaign targets)
• Handling of petty cash (collect cash payment from service/parts customers), monthly bills settlement to Accounts department and bank deposits
• Ensure workshop tools / equipment are maintained for efficient running of the workshop.
• Supervise the work in progress is closed on time to reflect the branch revenue.
• Receive, inspect and deliver as per customer requirements to avoid any disagreements at the time of vehicle delivery.
• Ensure that the jobs / service details are explained to the customer to justify the costs incurred.
• Ensure the Work Instructions procedures are properly implemented and completed for quick turnaround time of the vehicle.
• Notify Customer in case of delays / parts non availability / Warranty Coverage / Delay in vehicle delivery.
• Ensure safety and other regulations are followed as per requirement of the authorities.
• Ensure resolution of customer complaints on priority to maintain optimum customer satisfaction and avoid repetition of such complaints.
• Adhere to standard operating procedures to avoid any internal / external customer dissatisfaction.
• Handle accident repairs as per set procedures and obtain prior approvals as required.
• Timely submission of reports for management review.

Skills

5W2H probing

Smart selling

Telephone handling

Customer handling

MS Word & Excel

English communication

Education

Diploma in automobile/mechanical engineering

Tools

DMS software

Technical software

Job description

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.

Al Rostamani Trading Company is the sole authorized distributor of Suzuki and Citroën across the UAE with Sales, Service and Parts outlets able to serve its customers throughout the country.

Job Purpose

The job holder is responsible for managing a small branch. Also responsible for receiving and delivery of customer vehicles to ensure service is provided in line with dealer policies and procedures. The role involves coordination and follow-up with the Workshop, Parts and delivery team and achieving set labour and spare parts targets as required. The job holder acts a liaison between the customer and the concerned departments.

Job Responsibilities

Promote Service Contracts/other service products (up selling) to achieve financial/non-financial targets (labour sales/RO Nos/Service campaign targets)

• Handling of Petty cash (collect cash payment from service/parts customers), Monthly bills settlement to Accounts department and bank deposits
• Ensure workshop tools / equipment are maintained for efficient running of the workshop.
• Supervise the work in progress is closed on time to reflect the branch revenue.
• Receive, inspect and deliver as per customer requirements to avoid any disagreements at the time of vehicle delivery.
• Ensure that the jobs / service details are explained to the customer to justify the costs incurred.
• Ensure the Work Instructions procedures are properly implemented and completed for quick turnaround time of the vehicle.
• Notify Customer in case of :
• Delay /parts non availability.
• Warranty Coverage.
• Delay in vehicle delivery.
• Ensure safety and other regulations are followed as per requirement of the authorities.
• Ensure resolution of customer complaints on priority to maintain optimum customer satisfaction and avoid repetition of such complains
• Adhere to standard operating procedures to avoid any internal / external customer dissatisfaction.
• Handle accident repairs as per set procedures and obtain prior approvals as required.
• Timely submission of reports for management review.

Job Requirements

Qualifications

• Diploma in automobile/mechanical engineering

Experience

• Minimum 5 years hands-on experience as service advisor in in a reputed automotive dealership

Knowledge & Skills

• Knowledge of Product, 5W2H probing skills, Smart selling, Telephone handling skills & Customer handling skills
• Knowledge of automotive software DMS
• Sound technical knowledge in vehicle diagnosis and repair
• Knowledge of technical software
• Valid UAE drivers’ licence
• Ability to think analytically
• Written and verbal communication in English (other regionally spoken languages including Arabic would be an added advantage)

Proficient in MS Word and Excel.

At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision.