Service Advisor

Gargash Prime Auto; Dubai; On-site; AED 112,000 - 167,000; Full time

Job summary

Gargash Prime Auto in Dubai seeks a Service Advisor to act as the customer's main contact for service, repair and warranty visits, managing bookings, reception and handover whether in-house or with external partners.

You will explain work and costs in clear language, obtain approvals, and keep customers informed about progress, parts, delays and warranty outcomes. The role requires 3–5 years UAE experience, strong communication, and proficiency with dealer systems and MS Office.

Qualifications

• Degree or diploma in automotive tech, engineering, or business, or substantial service-advisor experience.
• 3–5 years as a Service Advisor in a UAE dealership or authorized workshop.
• Experience explaining warranty decisions and handling customer complaints.
• Fluent English; Arabic is an advantage.

Responsibilities

• Receive service and repair requests and schedule appointments against workshop capacity.
• Record customer concerns at check-in and open the job card with a clear description of work.
• Explain diagnoses, costs and timelines in nontechnical language; obtain approvals for additional work.
• Track each vehicle from drop-off to completion and hand over with explanations and recommendations.
• Follow up after each visit, log feedback and escalate unresolved complaints to the After-Sales Manager.
• Ensure invoices for chargeable work are accurate and process customer payments where applicable.

Skills

Customer service

Communication

Warranty explanations

MS Office

DSMS/Dealer Mgmt System

Education

Diploma or Bachelor's in Automotive Technology/Engineering/Business

High school + service advisor experience considered

Tools

Dealer Management System

MS Office

Job description

The Service Advisor is the customer's point of contact for every service, repair and warranty visit. The role manages the customer side of each visit, from booking and vehicle reception through explaining the work, keeping the customer informed and handing the vehicle back, whether the work is carried out in the company's own workshop or by an external service partner. The role is the face of the brand after the sale, and for a new brand in the UAE market, the standard of each interaction shapes how customers judge the brand as a whole.

KEY DUTIES & RESPONSIBILITIES

Service Booking & Vehicle Reception

• Receive service and repair requests by phone, email, messaging and walk in, and schedule appointments against available workshop capacity.
• Receive customers and vehicles, record the customer's concerns accurately, and complete the vehicle check in covering mileage, condition and personal items.
• Open the job card and hand the vehicle to the workshop with a clear description of the work required.
• Arrange vehicle collection and delivery for customers where the service is offered.

Customer Communication

• Explain the diagnosis, work required, costs and estimated completion time in clear, nontechnical language.
• Obtain customer approval before any additional or chargeable work is carried out.
• Update customers proactively on progress, parts availability and any delay, without waiting for the customer to follow up.
• Explain warranty coverage, exclusions and the outcome of warranty decisions to customers.

Job Tracking & Handover

• Track each vehicle from drop off to completion, and escalation delays against agreed turnaround times to the After-Sales Manager.
• Confirm that the vehicle has passed final inspection before handover, then explain the work completed and any recommendations to the customer.
• Ensure invoices for chargeable work are correct and consistent with the approved estimate, and process customer payment where applicable.

Follow Up & Complaints

• Conduct follow up calls after each visit, record feedback and log complaints in the case system.
• Resolve first level complaints and escalation unresolved or sensitive cases to the After-Sales Manager.

POSITION REQUIREMENTS

Educational Qualifications

• Diploma or bachelor's degree in Automotive Technology, Engineering, Business, or a related field.
• High school education combined with substantial service advisor experience will be considered.

Work Experience

• 3 to 5 years as a Service Advisor at a UAE dealership or authorized workshop.
• Experience explaining warranty decisions and handling customer complaints.
• Experience with a new brand launch or Chinese automotive brands is an advantage.

Skills & Personal Attributes

• Working knowledge of vehicle systems sufficient to explain diagnoses and repairs to customers.
• Understanding of service intervals, repair estimates and warranty terms.
• Proficiency in dealer management systems, including opening and closing job cards, and MS Office.
• Excellent customer service skills, with a calm and professional manner under pressure.
• Well organized; able to track multiple open jobs without losing sight of any customer.
• Fluency in English; Arabic is an advantage.